From uriboxmobile at gmail.com  Mon Aug  1 07:55:10 2016
From: uriboxmobile at gmail.com (yugi)
Date: Mon, 1 Aug 2016 12:55:10 +0100
Subject: [rt-users] RT Attachements
Message-ID: <D5AC4B4A-A4D8-435D-8F38-D67F0D24D77C@gmail.com>

Hi 
I am trying to upload attachments for RT and some types of files are denied.
For example txt are accepted, but for example png no?

Is any type of configuration on RT that does this ?




Yugi
uriboxmobile at gmail.com



Please consider the environment before printing this email.

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From uriboxmobile at gmail.com  Mon Aug  1 12:54:57 2016
From: uriboxmobile at gmail.com (yugi)
Date: Mon, 1 Aug 2016 17:54:57 +0100
Subject: [rt-users] RT Attachements
In-Reply-To: <D5AC4B4A-A4D8-435D-8F38-D67F0D24D77C@gmail.com>
References: <D5AC4B4A-A4D8-435D-8F38-D67F0D24D77C@gmail.com>
Message-ID: <97F6F025-EA4B-41A3-919F-65F38B3C14F1@gmail.com>

Fixed !
The problem was not the type of attach but the size..

The problem was the FcgidMaxRequestLen.

set FcgidMaxRequestLen to a higher number and is ok?



> No dia 01/08/2016, ?s 12:55, yugi <uriboxmobile at gmail.com> escreveu:
> 
> Hi 
> I am trying to upload attachments for RT and some types of files are denied.
> For example txt are accepted, but for example png no?
> 
> Is any type of configuration on RT that does this ?
> 
> 
> 
> 
> Yugi
> uriboxmobile at gmail.com <mailto:uriboxmobile at gmail.com>
> 
> 
> <desconhecido.gif>
> Please consider the environment before printing this email.
> 

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From aaron.techgeeks at gmail.com  Mon Aug  1 15:32:39 2016
From: aaron.techgeeks at gmail.com (Aaron Zuercher)
Date: Mon, 1 Aug 2016 14:32:39 -0500
Subject: [rt-users] 4.4.1 autocreate on submission error
In-Reply-To: <99113718fbcb4d038517779325d4aa8b@FRAMSEX01.magna.global>
References: <99113718fbcb4d038517779325d4aa8b@FRAMSEX01.magna.global>
Message-ID: <CAAwtLF+GhK-TaqtxdYjrMORpLgSF_jB_q_uF+h1bn-vCO4V+mg@mail.gmail.com>

Markus,
Thanks for the tip.  You were correct that I had an ExternalAuthID set in
RT_Siteconfig.

Aaron

On Thu, Jul 28, 2016 at 6:35 AM, Wildbolz, Markus (MCG-I, MLC) <
Markus.Wildbolz at magna.com> wrote:

> Hi!
>
>
>
> Could it be possible, that you have the field ExternalAuthId specified in
> your attr_map in RT_Siteconfig?
>
> This field does not exist anymore on 4.4.1 so it leads to an error when
> inserting?
>
>
>
>
>
> BR,
>
> Markus
>
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Los Angeles - September, 2016
>
>
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From dundir at gmail.com  Mon Aug  1 21:42:26 2016
From: dundir at gmail.com (Nathan)
Date: Mon, 1 Aug 2016 18:42:26 -0700
Subject: [rt-users] RT4.4 ExternalAuth & LDAPImport Issues (Solved)
Message-ID: <CAFkZcMwQHbY3bS_u78HAk1+UHn979auM_BNCFRQrsMArCwyeFw@mail.gmail.com>

The problem ended up being with the field ExternalAuthID which I didn't
realize was removed in 4.4.1.

Removing it from the script corrected the issue and allowed both LDAP
Import and Authentication to work beyond where I was getting stuck.

I've included my SiteConfig with the working changes below in case anyone
runs into the same issue. I've now moved onto an issue where internal users
aren't created when ExternalAuth LDAP fails, and LDAP users aren't created
with Privileged. I have some legwork to do before requesting help with
these new issues though.

# Configuration
Set($rtname, 'test.com');
Set($Organization, 'rt.test.com');
Set($Timezone, 'US/Pacific');
Set($WebDomain, 'rt.test.com');
Set($WebPort, 443);
Set($WebPath, '');

# Set Ticket Database User
Set($DatabaseHost, '');
Set($DatabaseUser, "rt_user");
#Set($DatabaseUser, "root");
Set($DatabasePassword, 'password');
#Set($DatabasePassword, 'password');
Set($DatabaseName, 'rt4');
Set($OwnerEmail, 'rt at test.com');
Set($DatabaseAdmin, "root");

# Logging
Set($LogToSTDERR, 'debug');
Set($LogToFile, 'debug');
Set($LogDir, '/opt/rt4/var/log/');
Set($LogToFileNamed, 'rt.log');
Set($LogToSyslog, 'debug');
Set($LogToScreen, "error");


# You must install Plugins on your own, this is only an example
# of the correct syntax to use when activating them:
#     Plugin( "RT::Authen::ExternalAuth" );

#Set( $WebRemoteUserAutocreate, 1);
#Set( $UserAutocreateDefaultsOnLogin, {Privileged => 0}); No way to
differentiate between use for external users and LDAP users, or i'm not
seeing it (Documentation indicates same core config var for both packages
LDAPImport & RemoteWebUser )
#Set( $AutoCreateNonExternalUsers, 1); Isn't working for Non-LDAP users.

# Depreciated:
# Set($ExternalAuth, 1); No Longer Needed as ExternalAuth is now set when
External Settings defined.


Set($ExternalAuthPriority, ['LDAP']);
Set($ExternalInfoPriority, ['LDAP']);


Set($ExternalServiceUsesSSLorTLS, 0);



Set($ExternalSettings, {
    'LDAP' => {
        'type'    =>    'ldap',
        'server'    => '10.0.2.6',
        'user'         => 'ldapreader',
        'pass'        => 'password',
        'base'        => 'ou=branch,dc=test,dc=local',
        'filter'    => '(objectClass=*)',
        'd_filter'    => '(userAccountControl:1.2.840.113556.1.4.803:=2)',
        'tls'        => 0,
        'ssl_version'        => 3,
        'net_ldap_args'    => [    version => 3    ],
        'attr_match_list'    => [
             'Name', 'EmailAddress',
         ],
         'attr_map' => {
             'Name' => 'sAMAccountName',
             'EmailAddress' =>    'mail',
             'Organization' =>    'physicalDeliveryOfficeName',
             'RealName' => 'cn',
             'Gecos' => 'sAMAccountName',
             'WorkPhone' => 'telephoneNumber',
             'Address1' =>    'streetAddress',
             'City' => 'l',
             'State' => 'st',
             'Zip' => 'postalCode',
             'Country' => 'co',
             #'ExternalAuthID' => 'sAMAccountName' - Deprecated 4.4.1
             },
         #'group' => 'cn=RTUsers',
        'group_scope' => 'sub',
         #'group_attr' => 'memberOf',
        #'group_attr_value' => 'cn=RTUsers,ou=Security
Groups,ou=branch,dc=test,dc=local'

 },
 } );

##LDAP Configurations
#LDAP Authentication
##LDAP USER IMPORT
Set($LDAPHost, 'ldap://10.0.2.6');
Set($LDAPUser, 'ldapreader');
Set($LDAPPassword, 'password');
Set($LDAPFilter, '(&(cn = users))');

Set($LDAPUpdateUsers, 1);
Set($LDAPCreatePrivileged, 1);

#
Set($LDAPMapping, {Name         => 'sAMAccountName', # required
        EmailAddress => 'mail',
        RealName     => 'cn',
        WorkPhone    => 'telephoneNumber',
        Organization => 'physicalDeliveryOfficeName',
});

Set($LDAPBase, "ou=branch,dc=test,dc=local");
Set($LDAPSizeLimit, 1000);


1;
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From geraldjunkmail at gmail.com  Tue Aug  2 05:03:51 2016
From: geraldjunkmail at gmail.com (geraldsnm)
Date: Tue, 2 Aug 2016 02:03:51 -0700 (MST)
Subject: [rt-users] Getting SetTimeWorkedAutomatically Working in RT 4.2.9
Message-ID: <1470128631135-62258.post@n7.nabble.com>

Hi Folks,

Our management is adamant about having time tracked automatically on
tickets.

I've been banging my head against a wall for 2 months trying to get this to
work VIA pure SQL until I realized that the data model seems to not support
it. Specifically although there's a transaction logged every time the ticket
goes from open to stalled back to opened, there's no idea of a transaction
session so that if I try to write SQL that joins transaction to transaction,
and tries to subtract the latest time stamp for "opened" from the last
"opened" there's no way to determine which two "Opened" transactions
corelate to the transaction before it, so it ends up double counting
(imagine a ticket that goes from Opened, to Stalled, to Opened, to Stalled
and so-on), I end up having subtracting all latest records from the original
record so it double counts.

So I've tried to use the Scrips to do this, and noticed there's already a
user-contributed Scrip for "SetTimeWorkedAutomatically":

https://rt-wiki.bestpractical.com/wiki/SetTimeWorkedAutomatically

However I can't get this to work on my version of RT. First off, when I go
to create a Scrip there's no option for "Custom action cleanup code".

I only get 3x options for creating a Scrip:

"Custom Condition"

"Custom Action Preparation Code"

and

"Custom Action Commit Code"
...

I've tried pasting the perl script that's on the above URL into any of the
3x fields but RT errors and fails to compile the Scrip.

So I then tried to create a custom action with little success.

I can provide my code for the custom action.

Can anyone help out with this?







--
View this message in context: http://requesttracker.8502.n7.nabble.com/Getting-SetTimeWorkedAutomatically-Working-in-RT-4-2-9-tp62258.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From asif at techaccess.com  Tue Aug  2 10:40:33 2016
From: asif at techaccess.com (asif)
Date: Tue, 2 Aug 2016 07:40:33 -0700 (MST)
Subject: [rt-users] Request Tracker - Create Ticket via Email
In-Reply-To: <1470079014424-62256.post@n7.nabble.com>
References: <1470079014424-62256.post@n7.nabble.com>
Message-ID: <1470148833144-62260.post@n7.nabble.com>

hi, Can someone help on this please. 



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Request-Tracker-Create-Ticket-via-Email-tp62256p62260.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From mzagrabe at d.umn.edu  Tue Aug  2 12:01:26 2016
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Tue, 2 Aug 2016 11:01:26 -0500
Subject: [rt-users] Request Tracker - Create Ticket via Email
In-Reply-To: <1470148833144-62260.post@n7.nabble.com>
References: <1470079014424-62256.post@n7.nabble.com>
 <1470148833144-62260.post@n7.nabble.com>
Message-ID: <CAOLfK3WGUaqk7eqyE5d00LYt2EtTDw0NNeL0SVHpPPgBbkGMOg@mail.gmail.com>

What issues are you seeing?

Create ticket via email works out of the gates - assuming you've
correctly configured your system.

-m

On Tue, Aug 2, 2016 at 9:40 AM, asif <asif at techaccess.com> wrote:
> hi, Can someone help on this please.
>
>
>
> --
> View this message in context: http://requesttracker.8502.n7.nabble.com/Request-Tracker-Create-Ticket-via-Email-tp62256p62260.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Los Angeles - September, 2016


From nick.adams815 at gmail.com  Tue Aug  2 12:06:33 2016
From: nick.adams815 at gmail.com (Nicholas Adams)
Date: Tue, 2 Aug 2016 12:06:33 -0400
Subject: [rt-users] Request Tracker - Create Ticket via Email
In-Reply-To: <1470148833144-62260.post@n7.nabble.com>
References: <1470079014424-62256.post@n7.nabble.com>
 <1470148833144-62260.post@n7.nabble.com>
Message-ID: <9BC02DBB-68D2-43AF-8F1C-E83E97192B3C@gmail.com>

Hi Asif, 

Start here: 

https://docs.bestpractical.com/rt/4.2.12/rt-mailgate.html <https://docs.bestpractical.com/rt/4.2.12/rt-mailgate.html>

Here?s an example of how to set up Fetchmail to poll for mail. 

set daemon 30
set invisible
set no bouncemail
set no syslog
set logfile /var/log/fetchmail
poll imap.gmail.com
proto IMAP service 993 user emailaddress at gmail.com pass userpassword
folder Inbox ssl
mda "/opt/rt4/bin/rt-mailgate --url https://your.url/ --queue ?your-queue?  --action correspond?

This is the way I do it, but you can also land the email directly on the server you are using. I?ve found that using external mail server ends with less spam blocks, etc. 


> On Aug 2, 2016, at 10:40 AM, asif <asif at techaccess.com> wrote:
> 
> hi, Can someone help on this please. 
> 
> 
> 
> --
> View this message in context: http://requesttracker.8502.n7.nabble.com/Request-Tracker-Create-Ticket-via-Email-tp62256p62260.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Los Angeles - September, 2016

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From hescobar at afslc.com  Tue Aug  2 13:57:48 2016
From: hescobar at afslc.com (Hugo Escobar)
Date: Tue, 2 Aug 2016 13:57:48 -0400
Subject: [rt-users] Stuck in Login page
Message-ID: <CAA5FCo1XV=vAOx4GizG24jJdA-Gvhqvn=SMPB-vzOj8g7YW52g@mail.gmail.com>

Hi,

We are in the process of upgrading rt to 4.4.1

I'm having a problem with my local instance. I cannot go beyond the login
page. Note the following lines in the apache logs. The first two lines (in
blue) appear when it works ok

<local ip> - - [02/Aug/2016:13:39:45 -0400] "POST /NoAuth/Login.html
HTTP/1.1" 302 -
<local ip> - - [02/Aug/2016:13:39:45 -0400] "GET / HTTP/1.1" 200 6979
<local ip> - - [02/Aug/2016:13:39:45 -0400] "GET
/NoAuth/Login.html?next=f7662257268ca40cca1dc91310117c47 HTTP/1.1" 200 6993
<local ip> - - [02/Aug/2016:13:39:45 -0400] "GET
/NoAuth/Login.html?next=982ee72957d160bd2a07b3a938d2fa79 HTTP/1.1" 200 6993
              (...)


It looks like it's not an authentication problem (from rt logs):
[3778] [Tue Aug  2 17:39:45 2016] [info]: Successful login for root from
<local ip> (/path/to/rt-4.4.1/sbin/../lib/RT/Interface/Web.pm:831)

I've done all those basic debugging procedures like erasing browser
cookies, restarting apache erasing the mason cache, etc and nothing seems
to work. Google searches haven't given me anything useful either

Any help will be highly appreciated

-- 
Regards,

Hugo Escobar

<http://www.associationfinancialservices.com/>

4770 Biscayne Blvd, Ste 700
Miami, FL 33137

main: 305.677.0022
support: 305.921.4620
email: hescobar at afslc.com

Follow us on Facebook and Linked-In
<http://www.facebook.com/pages/Miami-FL/ASSOCIATION-FINANCIAL/64952991864>
<http://www.linkedin.com/companies/1006276>

NOTICE: This email and any attachment to this email may contain
confidential information. If you are not the intended recipient, you must
not review, retransmit, convert to hard copy, photocopy, use or disseminate
this email or any attachments to it. If you have received this email in
error, please notify us immediately by return email and delete this
message. Please note that if this email contains a forwarded message or is
a reply to a prior message, some or all of the contents of this message or
any attachments may not have been produced by our firm. *As our firm may be
deemed a debt collector, if your payment is in default, we may be
attempting to collect a debt on behalf of the association, and any
information obtained may be used for that purpose.*
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From timothy-flynn at uiowa.edu  Tue Aug  2 14:54:19 2016
From: timothy-flynn at uiowa.edu (Flynn, Timothy)
Date: Tue, 2 Aug 2016 18:54:19 +0000
Subject: [rt-users] Simple way to use description of Custom Field in web
	form?
Message-ID: <2C85466E85AA96458FA56085D7059849B5E5C97D@HC-MAILBOXC1-N5.healthcare.uiowa.edu>

In RT 4.4 for the Self Service area is there a way to use the description of a field instead of the field name in the web form?  I'm creating a form but want a more verbose description of the field instead of the internal field name.   I'd like to use the standard form if possible with global Custom Fiends without editing in text for the field heading.

Thank you,
Tim




________________________________
Notice: This UI Health Care e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521 and is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential, and exempt from disclosure under applicable law. If you are not the intended recipient, any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify the sender immediately and delete or destroy all copies of the original message and attachments thereto. Email sent to or from UI Health Care may be retained as required by law or regulation. Thank you.
________________________________
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From hescobar at afslc.com  Tue Aug  2 16:09:52 2016
From: hescobar at afslc.com (Hugo Escobar)
Date: Tue, 2 Aug 2016 16:09:52 -0400
Subject: [rt-users] Stuck in Login page
In-Reply-To: <CAA5FCo1XV=vAOx4GizG24jJdA-Gvhqvn=SMPB-vzOj8g7YW52g@mail.gmail.com>
References: <CAA5FCo1XV=vAOx4GizG24jJdA-Gvhqvn=SMPB-vzOj8g7YW52g@mail.gmail.com>
Message-ID: <CAA5FCo0Nk+0tr5c4J+3mhYKSd9bv292CRFroogoSHAGc=pbecw@mail.gmail.com>

Update:

I'm running the standalone http server as indicated here:

http://kb.mit.edu/confluence/display/istcontrib/How+to+run+a+Request+Tracker+server+instance+in+standalone+mode+for+troubleshooting

and got the following output in debug.log:

[Tue Aug  2 19:57:43 2016] [info]: Successful login for root from 127.0.0.1
(/path/to/rt/sbin/../lib/RT/Interface/Web.pm:831)
[Tue Aug  2 19:57:43 2016] [debug]: SQL(0.001227s): SELECT main.* FROM
Attributes main  WHERE (main.ObjectId = 1) AND (main.ObjectType =
'RT::System')  ORDER BY main.id ASC ;
(/path/to/rt/sbin/../lib/RT/Interface/Web.pm:1308)
[Tue Aug  2 19:57:43 2016] [debug]: SQL(0.000672s): SELECT  * FROM Users
WHERE Name = ?;  [ bound values: 'root' ]
(/path/to/rt/sbin/../lib/RT/Interface/Web.pm:1308)
[Tue Aug  2 19:57:43 2016] [debug]: SQL(0.000583s): SELECT  * FROM
Principals WHERE id = ?;  [ bound values: '12' ]
(/path/to/rt/sbin/../lib/RT/Interface/Web.pm:1308)
[Tue Aug  2 19:57:43 2016] [debug]: SQL(0.001327s): SELECT main.* FROM
Attributes main  WHERE (main.ObjectId = 1) AND (main.ObjectType =
'RT::System')  ORDER BY main.id ASC ;
(/path/to/rt/sbin/../lib/RT/Interface/Web.pm:1308)
[Tue Aug  2 19:57:44 2016] [debug]: SQL(0.002197s): SELECT main.* FROM
Attributes main  WHERE (main.ObjectId = 1) AND (main.ObjectType =
'RT::System')  ORDER BY main.id ASC ;
(/path/to/rt/sbin/../lib/RT/Interface/Web.pm:1308)
[Tue Aug  2 19:57:44 2016] [debug]: SQL(0.001655s): SELECT main.* FROM
Attributes main  WHERE (main.ObjectId = 1) AND (main.ObjectType =
'RT::System')  ORDER BY main.id ASC ;
(/path/to/rt/sbin/../lib/RT/Interface/Web.pm:1308)

it looks like it works ok at least to a point in which it decides to
redirect
the user to the login page. Nothing in log files (apache,rt) seems to
indicate a problem


On Tue, Aug 2, 2016 at 1:57 PM, Hugo Escobar <hescobar at afslc.com> wrote:

> Hi,
>
> We are in the process of upgrading rt to 4.4.1
>
> I'm having a problem with my local instance. I cannot go beyond the login
> page. Note the following lines in the apache logs. The first two lines (in
> blue) appear when it works ok
>
> <local ip> - - [02/Aug/2016:13:39:45 -0400] "POST /NoAuth/Login.html
> HTTP/1.1" 302 -
> <local ip> - - [02/Aug/2016:13:39:45 -0400] "GET / HTTP/1.1" 200 6979
> <local ip> - - [02/Aug/2016:13:39:45 -0400] "GET
> /NoAuth/Login.html?next=f7662257268ca40cca1dc91310117c47 HTTP/1.1" 200 6993
> <local ip> - - [02/Aug/2016:13:39:45 -0400] "GET
> /NoAuth/Login.html?next=982ee72957d160bd2a07b3a938d2fa79 HTTP/1.1" 200 6993
>               (...)
>
>
> It looks like it's not an authentication problem (from rt logs):
> [3778] [Tue Aug  2 17:39:45 2016] [info]: Successful login for root from
> <local ip> (/path/to/rt-4.4.1/sbin/../lib/RT/Interface/Web.pm:831)
>
> I've done all those basic debugging procedures like erasing browser
> cookies, restarting apache erasing the mason cache, etc and nothing seems
> to work. Google searches haven't given me anything useful either
>
> Any help will be highly appreciated
>
> --
> Regards,
>
> Hugo Escobar
>
> <http://www.associationfinancialservices.com/>
>
> 4770 Biscayne Blvd, Ste 700
> Miami, FL 33137
>
> main: 305.677.0022
> support: 305.921.4620
> email: hescobar at afslc.com
>
> Follow us on Facebook and Linked-In
> <http://www.facebook.com/pages/Miami-FL/ASSOCIATION-FINANCIAL/64952991864>
>    <http://www.linkedin.com/companies/1006276>
>
> NOTICE: This email and any attachment to this email may contain
> confidential information. If you are not the intended recipient, you must
> not review, retransmit, convert to hard copy, photocopy, use or disseminate
> this email or any attachments to it. If you have received this email in
> error, please notify us immediately by return email and delete this
> message. Please note that if this email contains a forwarded message or is
> a reply to a prior message, some or all of the contents of this message or
> any attachments may not have been produced by our firm. *As our firm may
> be deemed a debt collector, if your payment is in default, we may be
> attempting to collect a debt on behalf of the association, and any
> information obtained may be used for that purpose.*
>



-- 
Regards,

Hugo Escobar

<http://www.associationfinancialservices.com/>

4770 Biscayne Blvd, Ste 700
Miami, FL 33137

main: 305.677.0022
support: 305.921.4620
email: hescobar at afslc.com

Follow us on Facebook and Linked-In
<http://www.facebook.com/pages/Miami-FL/ASSOCIATION-FINANCIAL/64952991864>
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From jeffrey.pilant at bayer.com  Tue Aug  2 16:38:17 2016
From: jeffrey.pilant at bayer.com (Jeffrey Pilant)
Date: Tue, 2 Aug 2016 20:38:17 +0000
Subject: [rt-users] Getting SetTimeWorkedAutomatically Working in RT
	4.2.9
Message-ID: <3135BE7DD2D7484C840CDD011A999B7456DA1FF5@MOXCXR.na.bayer.cnb>

geraldsnm writes:
> Our management is adamant about having time tracked automatically on
> tickets.
>
> I've been banging my head against a wall for 2 months trying to get this to
> work VIA pure SQL until I realized that the data model seems to not support
> it. Specifically although there's a transaction logged every time the ticket
> goes from open to stalled back to opened, there's no idea of a transaction
> session so that if I try to write SQL that joins transaction to transaction,
> and tries to subtract the latest time stamp for "opened" from the last
> "opened" there's no way to determine which two "Opened" transactions
> corelate to the transaction before it, so it ends up double counting
> (imagine a ticket that goes from Opened, to Stalled, to Opened, to Stalled
> and so-on), I end up having subtracting all latest records from the original
> record so it double counts.
>
> So I've tried to use the Scrips to do this, and noticed there's already a
> user-contributed Scrip for "SetTimeWorkedAutomatically":
>
> https://rt-wiki.bestpractical.com/wiki/SetTimeWorkedAutomatically
>
> However I can't get this to work on my version of RT....
<snip>
> Can anyone help out with this?

Can't help with the scrip.

Rolling my own, I would do the following:
1) Determine the deltas.
	Join each transaction A of a ticket with each transaction B of the same ticket where A.timestamp > B.timestamp, and find the minimum delta time for each A, noting A.state as OldState, B.state as NewState, and diff(A.timestamp, B.timestamp) as Delta.
2) Determine if the delta counts.
	For each ticket, if [OldState,NewState] is countable, add to total
3) Print results.
	For each ticket, print total and other needed details.

Writing SQL for the above is likely hard.  However, a procedural method like this could be used instead:
1) Select all transactions for all relevant tickets, sorting by [Ticket Number, Timestamp]
2) Process each transaction in turn
      If the ticket number changes:
         If already on a ticket, print details.
         Set TotalTime = 0
         Set StartTime = timestamp
         Set CurrentTime = timestamp
         Set CurrentState = State
      If this transaction ends a countable time, add it:
         If [CurrentState,State] should be counted:
            Set TotalTime = TotalTime + (timestamp - CurrentTime)
      Update tracking variables:
         Set CurrentTime = timestamp
         Set CurrentState = State
3) Print the last entry
      Print details

/jeff
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From r.sterenborg at netmatch.nl  Wed Aug  3 06:33:53 2016
From: r.sterenborg at netmatch.nl (Rob Sterenborg)
Date: Wed, 3 Aug 2016 10:33:53 +0000
Subject: [rt-users] RT-4.4.1 bulk update error
Message-ID: <2AA04C0F4A542C488B15F4B8B0AF26320119760D@TIL-EXCH-05.netmatch.local>

Hi,

We've recently upgraded from RT-4.2.12 to RT-4.4.1.
Right now we get an error when merging tickets into one by bulk update.

The log says:
==========================
[3674] [Wed Aug  3 09:59:46 2016] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's recipient at ourdomain.tld is an address RT receives mail at. Adding it as a 'Requestor' would create a mail loop (/opt/rt-4.4/sbin/../lib/RT/Group.pm:1047)
[3674] [Wed Aug  3 09:59:46 2016] [error]: Can't locate object method "Id" via package "recipient at ourdomain.tld is an address RT receives mail at. Adding it as a 'Requestor' would create a mail loop" (perhaps you forgot to load "recipient at ourdomain.tld is an address RT receives mail at. Adding it as a 'Requestor' would create a mail loop"?) at /opt/rt-4.4/sbin/../lib/RT/Record/Role/Roles.pm line 489.

Stack:
  [/opt/rt-4.4/sbin/../lib/RT/Record/Role/Roles.pm:489]
  [/opt/rt-4.4/sbin/../lib/RT/Ticket.pm:1830]
  [/opt/rt-4.4/sbin/../lib/RT/Ticket.pm:1732]
  [/opt/rt-4.4/sbin/../lib/RT/Interface/Web.pm:3580]
  [/opt/rt-4.4/share/html/Search/Bulk.html:311]
  [/opt/rt-4.4/sbin/../lib/RT/Interface/Web.pm:696]
  [/opt/rt-4.4/sbin/../lib/RT/Interface/Web.pm:375]
  [/opt/rt-4.4/share/html/autohandler:53] (/opt/rt-4.4/sbin/../lib/RT/Interface/Web/Handler.pm:208)
[3674] [Wed Aug  3 09:59:46 2016] [critical]: Transaction not committed. Usually indicates a software fault.Data loss may have occurred (/opt/rt-4.4/sbin/../lib/RT/Interface/Web/Handler.pm:168)
==========================

We have this in our RT_SiteConfig.pm:

==========================
Set($RTAddressRegexp,qr{^(?:recipient\@ourdomain\.tld$}i);
Set($CorrespondAddress , 'recipient at ourdomain.tld');
Set($CommentAddress , 'recipient at ourdomain.tld');
==========================

Where RTAddressRegexp was created using "perl etc/upgrade/generate-rtaddressregexp".

What I'm doing is this:
- I search tickets by subject that are returned in a list.
- I select a number of these tickets.
- I enter the ticket number that I want to merge all the tickets into.
- I'm not changing anything else and click "Update".

I'm not an RT nor a Perl wizard, and to me the error doesn't make much sense.
Can someone please help me diagnose this problem?


--
Rob



From rnikolaou at odysseyconsultants.com  Thu Aug  4 10:26:58 2016
From: rnikolaou at odysseyconsultants.com (Renos Nikolaou)
Date: Thu, 4 Aug 2016 14:26:58 +0000
Subject: [rt-users] RT adding words on the beginning of the emails
Message-ID: <4eff57b64bd740e385f1dfffc4b5df6c@odysseyconsultants.com>

Hello all,

We are using RT 4.4.1 and we would like to know why our RT adding the word 'Capture' (When we forward screenshot from Snipping Tool to outlook and then to open a ticket) and some other word like our organization name on the beginning of each emails ?
We think we first noticed it after the last major upgrade from 4.2.0 to 4.4.0.

Is there any way to disable this option ?


[cid:image001.png at 01D1EE75.66E6EF90]


Thank you,




[cid:imagef1a031.PNG at 828cd80d.4f866522] [cid:imagea2e842.PNG at 8c75466e.4da3e032]
Renos Nikolaou
Escalation Engineer

[cid:image0ec095.PNG at 95640ab2.44bb0f7b]
rnikolaou at odysseyconsultants.com<mailto:rnikolaou at odysseyconsultants.com>

[cid:image75bc47.PNG at 3361e0a6.46aca377]
 Extension: # 153

[cid:imageef572e.PNG at 4bc35775.488a031d]
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From talena at bestpractical.com  Thu Aug  4 10:49:10 2016
From: talena at bestpractical.com (Talena Gandy)
Date: Thu, 4 Aug 2016 10:49:10 -0400
Subject: [rt-users] [rt-announce] Request Tracker Training,
	Coming to LA in September!
Message-ID: <261D41DD-C916-474C-B1F1-8A39BAA8A772@bestpractical.com>

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_______________________________________________
rt-announce mailing list
rt-announce at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce

From rojitascfg at yahoo.es  Thu Aug  4 15:17:31 2016
From: rojitascfg at yahoo.es (rojitascfg)
Date: Thu, 4 Aug 2016 12:17:31 -0700 (MST)
Subject: configure: error: Please declare the ORACLE_HOME environment variable
Message-ID: <1470338251075-62277.post@n7.nabble.com>

Hello everyone, 

I'm trying to install RT 4.4.1 with Oracle Database 11g backend, I want the
WebServer for RT4 and the DB Server for Oracle in separated machines, don't
want to mix them.  When I try to compile/configure RT4 with the parameters
below receive the error below "Please declare the ORACLE_HOME environment
variable". 

My question, which config parameters are missing to tell RT4 that my DB
Server isn't local but remote? 

Thanks in advance,          

[root at svr-dr-web-02 rt-4.4.1]# ./configure --with-db-type=Oracle
--with-db-database=rt4db --with-db-host=svr-dr-ora11
--with-db-rt-host=svr-dr-web-02 --with-db-port=1530 --with-db-dba=system
--with-db-rt-user=rt4 --with-db-rt-pass="xxx" --with-web-user=apache
--with-web-group=apache --with-rt-group=rt --prefix=/opt/rt4
--enable-graphviz --enable-gd --enable-gpg
checking for a BSD-compatible install... /usr/bin/install -c
checking for perl... /usr/bin/perl
checking checking version of find... find (GNU findutils) 4.4.2
License GPLv3+: GNU GPL version 3 or later
<http://gnu.org/licenses/gpl.html>
Built using GNU gnulib version e5573b1bad88bfabcda181b9e0125fb0c52b7d3b
configuring for GNU find
checking for chosen layout... relative
configure: error: Please declare the ORACLE_HOME environment variable
[root at svr-dr-web-02 rt-4.4.1]#




--
View this message in context: http://requesttracker.8502.n7.nabble.com/configure-error-Please-declare-the-ORACLE-HOME-environment-variable-tp62277.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From alex at chmrr.net  Fri Aug  5 01:10:53 2016
From: alex at chmrr.net (Alex Vandiver)
Date: Thu, 4 Aug 2016 22:10:53 -0700
Subject: [rt-users] RT adding words on the beginning of the emails
In-Reply-To: <4eff57b64bd740e385f1dfffc4b5df6c@odysseyconsultants.com>
References: <4eff57b64bd740e385f1dfffc4b5df6c@odysseyconsultants.com>
Message-ID: <20160804221053.7a8b7a09@thraddash.chmrr.net>

On Thu, 4 Aug 2016 14:26:58 +0000
Renos Nikolaou <rnikolaou at odysseyconsultants.com> wrote:
> We are using RT 4.4.1 and we would like to know why our RT adding the
> word 'Capture' (When we forward screenshot from Snipping Tool to
> outlook and then to open a ticket) and some other word like our
> organization name on the beginning of each emails ?
>
> Is there any way to disable this option ?

This is not an "option" from RT, merely a property of RT's HTML
rendering of the mail that Snipping Tool creates.  If you click the
"Download (untitled)" link on the right edge, you can view the HTML
that is being generated, which may make clear where the "Capture" word
is coming from.
 - Alex


From martin at uanet.se  Fri Aug  5 07:05:12 2016
From: martin at uanet.se (Martin Petersson)
Date: Fri, 5 Aug 2016 11:05:12 +0000
Subject: [rt-users] How to backup/dump Postgre SQL
Message-ID: <4E91E4AA-48DF-4218-9B05-4B27D2A6EB77@uanet.se>

Hello,

I need to backup or dump the database to a .bak file, it?s Request Tracker 4.0.7.
Frits i tried this:
root at rt:~# pg_dump rtdb > rtdb-backup
pg_dump: [archove (db)] connection against database "rtdb" failed: FATAL:  role "root" does not exist

Then i tried:
root at rt:~# su postgres
postgres at rt:/root$ pg_dump rtdb > rtdb-backup
bash: rtdb-backup: Access denied

What do i have to do to create a backup of the database?



Martin Petersson
IT-Konsult

+46 (0)522 980 28, martin at uanet.se<mailto:martin at uanet.se>, www.uanet.se<http://www.uanet.se/>
Gustaf Mattssons V?g 2, 451 50 Uddevalla, Orgnr: 556702-4095

[cid:A93F8E95-F3FC-464A-AF04-402618F91147 at uanet.local] <http://www.uanet.se/>
<http://www.uanet.se/>

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From shawn at bestpractical.com  Fri Aug  5 14:13:35 2016
From: shawn at bestpractical.com (Shawn M Moore)
Date: Fri, 5 Aug 2016 14:13:35 -0400
Subject: [rt-users] RT-4.4.1 bulk update error
In-Reply-To: <2AA04C0F4A542C488B15F4B8B0AF26320119760D@TIL-EXCH-05.netmatch.local>
References: <2AA04C0F4A542C488B15F4B8B0AF26320119760D@TIL-EXCH-05.netmatch.local>
Message-ID: <440776B9-AD44-4C53-B3DA-1E81A76A085A@bestpractical.com>


> On Aug 3, 2016, at 06:33, Rob Sterenborg <r.sterenborg at netmatch.nl> wrote:
> 
> Hi,

Hi Rob,

> We've recently upgraded from RT-4.2.12 to RT-4.4.1.
> Right now we get an error when merging tickets into one by bulk update.
> [?]
> I'm not an RT nor a Perl wizard, and to me the error doesn't make much sense.
> Can someone please help me diagnose this problem?

Thanks for your report. I've confirmed this specific failure mode was indeed absent in RT 4.2.12, and present in RT 4.4.0 and RT 4.4.1, and created a ticket in our bug tracker on your behalf: https://issues.bestpractical.com/Ticket/Display.html?id=32237

Can you try the following patch and report back on whether it works for you? It did fix the issue for me, but I was replicating the issue in a small test environment. If all goes well the fix will be included in RT 4.4.2.

https://github.com/bestpractical/rt/commit/a99b566793518b051577d685432115140bec85d0.diff

https://github.com/bestpractical/rt/commit/a99b566793518b051577d685432115140bec85d0

> --
> Rob

Thanks!
Shawn
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From darin at darins.net  Fri Aug  5 15:04:35 2016
From: darin at darins.net (Darin Perusich)
Date: Fri, 5 Aug 2016 15:04:35 -0400
Subject: [rt-users] How to backup/dump Postgre SQL
In-Reply-To: <4E91E4AA-48DF-4218-9B05-4B27D2A6EB77@uanet.se>
References: <4E91E4AA-48DF-4218-9B05-4B27D2A6EB77@uanet.se>
Message-ID: <CADaviKuwVs=MMbCTN+ne1xfRgXseecG0=gOEXJUNgG_T0ybyJg@mail.gmail.com>

On Fri, Aug 5, 2016 at 7:05 AM, Martin Petersson <martin at uanet.se> wrote:

> Then i tried:
> root at rt:~# su postgres
> postgres at rt:/root$ pg_dump rtdb > rtdb-backup
> bash: rtdb-backup: Access denied
>
> What do i have to do to create a backup of the database?
>

Not be in roots home directory when you run pg_dump.

--
Later,
Darin
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From lstewart at internap.com  Fri Aug  5 15:12:15 2016
From: lstewart at internap.com (Landon Stewart)
Date: Fri, 5 Aug 2016 19:12:15 +0000
Subject: [rt-users] How to backup/dump Postgre SQL
In-Reply-To: <4E91E4AA-48DF-4218-9B05-4B27D2A6EB77@uanet.se>
References: <4E91E4AA-48DF-4218-9B05-4B27D2A6EB77@uanet.se>
Message-ID: <B34450BB-1C7E-4DEC-A4D5-358651967CC4@internap.com>

On Aug 5, 2016, at 4:05 AM, Martin Petersson <martin at uanet.se<mailto:martin at uanet.se>> wrote:

Hello,

I need to backup or dump the database to a .bak file, it?s Request Tracker 4.0.7.
Frits i tried this:
root at rt:~# pg_dump rtdb > rtdb-backup
pg_dump: [archove (db)] connection against database "rtdb" failed: FATAL:  role "root" does not exist

Then i tried:
root at rt:~# su postgres
postgres at rt:/root$ pg_dump rtdb > rtdb-backup
bash: rtdb-backup: Access denied

What do i have to do to create a backup of the database?

Use 'su - postgres' instead to become postgres instead of just get the permissions of postgres.  If that doesn't work because it doesn't have a shell try sudo but ultimately you need to be in a place you can write to while having the permissions of postgres or specify the location in the redirect.

eg:
# su postgres
$ pg_dump rtdb -> /tmp/rtdb-backup

--
Landon Stewart
Lead Analyst - Abuse and Security Management
INTERNAP ?
? lstewart at internap.com<mailto:lstewart at internap.com>
? www.internap.com<http://www.internap.com>

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From lstewart at internap.com  Fri Aug  5 15:13:39 2016
From: lstewart at internap.com (Landon Stewart)
Date: Fri, 5 Aug 2016 19:13:39 +0000
Subject: [rt-users] How to backup/dump Postgre SQL
In-Reply-To: <B34450BB-1C7E-4DEC-A4D5-358651967CC4@internap.com>
References: <4E91E4AA-48DF-4218-9B05-4B27D2A6EB77@uanet.se>
 <B34450BB-1C7E-4DEC-A4D5-358651967CC4@internap.com>
Message-ID: <F7AF6C36-8D3C-4447-BA78-0F6FF278E2CC@internap.com>

eg:
# su postgres
$ pg_dump rtdb -> /tmp/rtdb-backup

OOPS
# su postgres
$ pg_dump rtdb > /tmp/rtdb-backup

--
Landon Stewart
Lead Analyst - Abuse and Security Management
INTERNAP ?
? lstewart at internap.com<mailto:lstewart at internap.com>
? www.internap.com<http://www.internap.com>

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From doon.bulk at inoc.net  Fri Aug  5 15:34:31 2016
From: doon.bulk at inoc.net (Patrick Muldoon)
Date: Fri, 5 Aug 2016 15:34:31 -0400
Subject: [rt-users] How to backup/dump Postgre SQL
In-Reply-To: <4E91E4AA-48DF-4218-9B05-4B27D2A6EB77@uanet.se>
References: <4E91E4AA-48DF-4218-9B05-4B27D2A6EB77@uanet.se>
Message-ID: <B38E9193-3C92-42AC-A101-7C0F73D3CE47@inoc.net>


> On Aug 5, 2016, at 7:05 AM, Martin Petersson <martin at uanet.se> wrote:
> 
> Hello, 
> 
> I need to backup or dump the database to a .bak file, it?s Request Tracker 4.0.7.
> Frits i tried this:
> root at rt:~# pg_dump rtdb > rtdb-backup
> pg_dump: [archove (db)] connection against database "rtdb" failed: FATAL:  role "root" does not exist
> 

this is postgres permission error 


> Then i tried:
> root at rt:~# su postgres 
> postgres at rt:/root$ pg_dump rtdb > rtdb-backup
> bash: rtdb-backup: Access denied
> 

this is file local host file system permission error. 


> What do i have to do to create a backup of the database?
> 
> 


you can use the -U and -p flags to specify username and password to pg_dump  so you don't need to worry about the su / sudo stuff 


cd /tmp 
pg_dump -U postgres rtdb > rtdb-backup

If your db required a password then you can specify the -p flag such as..

pg_dump -U postgres -p rtdb > rtdb-backup

and it will prompt you for it. 


-Patrick

--
Patrick Muldoon
Network/Software Engineer
INOC (http://www.inoc.net)

RAM DISK is not an installation procedure!



From martin at uanet.se  Fri Aug  5 15:25:27 2016
From: martin at uanet.se (Martin Petersson)
Date: Fri, 5 Aug 2016 19:25:27 +0000
Subject: [rt-users] How to backup/dump Postgre SQL
In-Reply-To: <F7AF6C36-8D3C-4447-BA78-0F6FF278E2CC@internap.com>
References: <4E91E4AA-48DF-4218-9B05-4B27D2A6EB77@uanet.se>
 <B34450BB-1C7E-4DEC-A4D5-358651967CC4@internap.com>,
 <F7AF6C36-8D3C-4447-BA78-0F6FF278E2CC@internap.com>
Message-ID: <B6ED1FCD-276E-427E-89EC-71452732ABDE@uanet.se>

Thank you all very much.

This one did the trick. su - postgres

A little dash in between :)



Skickat fr?n min ? iPhone

5 aug. 2016 kl. 21:13 skrev Landon Stewart <lstewart at internap.com<mailto:lstewart at internap.com>>:

eg:
# su postgres
$ pg_dump rtdb -> /tmp/rtdb-backup

OOPS
# su postgres
$ pg_dump rtdb > /tmp/rtdb-backup

--
Landon Stewart
Lead Analyst - Abuse and Security Management
INTERNAP (r)
? lstewart at internap.com<mailto:lstewart at internap.com>
? www.internap.com<http://www.internap.com>

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From asif at techaccess.com  Sun Aug  7 16:05:46 2016
From: asif at techaccess.com (asif)
Date: Sun, 7 Aug 2016 13:05:46 -0700 (MST)
Subject: [rt-users] Request Tracker - Create Ticket via Email
In-Reply-To: <9BC02DBB-68D2-43AF-8F1C-E83E97192B3C@gmail.com>
References: <1470079014424-62256.post@n7.nabble.com>
 <1470148833144-62260.post@n7.nabble.com>
 <9BC02DBB-68D2-43AF-8F1C-E83E97192B3C@gmail.com>
Message-ID: <1470600346292-62290.post@n7.nabble.com>

Hi Nicholas,
  Thanks for the help! 
  Following configuration worked for me, RT is running on CentOS.

set daemon 30
set invisible
set no bouncemail
set no syslog
set logfile "/var/log/fetchmail"
poll exchange
protocol IMAP
#service 993
user "user at domain.com" pass "Password"
#folder Inbox ssl
mda '/opt/rt/bin/rt-mailgate --url http://rt.domain.com --queue general
--action correspond'



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Request-Tracker-Create-Ticket-via-Email-tp62256p62290.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From d.kumar at technisat.de  Mon Aug  8 02:45:57 2016
From: d.kumar at technisat.de (d.kumar at technisat.de)
Date: Mon, 8 Aug 2016 06:45:57 +0000
Subject: [rt-users] Set Admin CC on ticket creation
Message-ID: <08E5CE5F1D6E3145B4FA31AA948C54FE7C090923@x-dag01>

Hey,

we are using rt 4.2.1.
Currently I'm looking for a feature to add some <dmins, queue based to AdminCC, whenever a ticket is created. (Tickets are create usually via email).
So, that the admin becomes an email notification, whenever a new ticket is created.
I tried to add them under -> Queue -> Viewer -> AdminCC without success. I'm I missing something?

Thanks a lot

Mit freundlichen Gr??en
David Kumar

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From r.sterenborg at netmatch.nl  Mon Aug  8 04:15:04 2016
From: r.sterenborg at netmatch.nl (Rob Sterenborg)
Date: Mon, 8 Aug 2016 08:15:04 +0000
Subject: [rt-users] RT-4.4.1 bulk update error
In-Reply-To: <440776B9-AD44-4C53-B3DA-1E81A76A085A@bestpractical.com>
References: <2AA04C0F4A542C488B15F4B8B0AF26320119760D@TIL-EXCH-05.netmatch.local>
 <440776B9-AD44-4C53-B3DA-1E81A76A085A@bestpractical.com>
Message-ID: <2AA04C0F4A542C488B15F4B8B0AF2632011983FB@TIL-EXCH-05.netmatch.local>

Hi Shawn,

For me the patch works perfectly:

    Ticket 51791: Merge Successful
    Ticket 51791: Merge Successful
    Ticket 51791: Merge Successful
    Ticket 51791: Merge Successful
    Ticket 51791: Merge Successful
    Ticket 51791: Merge Successful
    Ticket 51791: Merge Successful
    Ticket 51791: Merge Successful
    Ticket 51791: Merge Successful
    Ticket 51791: Merge Successful

(However, it's maybe more interesting to see which tickets are merged into what ticket, but I'll settle for this since it works and it's out of the scope for this issue. :-) )

Thanks for the quick fix!


--
Rob





-----Original Message-----
From: Shawn M Moore [mailto:shawn at bestpractical.com] 
Sent: Friday, 5 August 2016 20:14
To: Rob Sterenborg <r.sterenborg at netmatch.nl>
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT-4.4.1 bulk update error


> On Aug 3, 2016, at 06:33, Rob Sterenborg <r.sterenborg at netmatch.nl> wrote:
> 
> Hi,

Hi Rob,

> We've recently upgraded from RT-4.2.12 to RT-4.4.1.
> Right now we get an error when merging tickets into one by bulk update.
> [?]
> I'm not an RT nor a Perl wizard, and to me the error doesn't make much sense.
> Can someone please help me diagnose this problem?

Thanks for your report. I've confirmed this specific failure mode was indeed absent in RT 4.2.12, and present in RT 4.4.0 and RT 4.4.1, and created a ticket in our bug tracker on your behalf: https://issues.bestpractical.com/Ticket/Display.html?id=32237
	
Can you try the following patch and report back on whether it works for you? It did fix the issue for me, but I was replicating the issue in a small test environment. If all goes well the fix will be included in RT 4.4.2.

https://github.com/bestpractical/rt/commit/a99b566793518b051577d685432115140bec85d0.diff

https://github.com/bestpractical/rt/commit/a99b566793518b051577d685432115140bec85d0

> --
> Rob

Thanks!
Shawn

From thomas at westlund.no  Mon Aug  8 07:13:51 2016
From: thomas at westlund.no (Thomas Westlund)
Date: Mon, 8 Aug 2016 11:13:51 +0000 (UTC)
Subject: [rt-users] Issue with self service after upgrade
Message-ID: <C20AE21A9C8289E0.BB8C50F6-EC49-4A88-A4E8-90CE92DB934D@mail.outlook.com>

Hi,?
I've just upgraded my RT installation from 4.2.10 to 4.4.1. The upgrade proceeded withouth any errors and warnings, however I discovered an issue.?Before upgrading, we used the RTxAssets plugin (which has now been cored), and we had granted users the right to modify certain custom fields.?After upgrading, we discovered that the users are no longer able to modify these fields via the SelfService, even though we've verified that they have the correct rights set.?
Can anyone help??--?Thomas?

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From cabuscreates at gmail.com  Tue Aug  9 10:09:59 2016
From: cabuscreates at gmail.com (Michael Cabus)
Date: Tue, 9 Aug 2016 10:09:59 -0400
Subject: [rt-users] Adding News section to RT main ticket page
Message-ID: <CAA2mRh=piyBAh_ptvqeUjPUiYLkqk6JVEFn-SC93Lvz=tdt6vg@mail.gmail.com>

Hi
 I was asked to make a News section on the main RT page for my company.

This would have an overview of things going on, in addition to the current
tickets.

I'm thinking i could create an article

https://rt-wiki.bestpractical.com/wiki/Articles

And include the article in this section...if that is correct, how could I
include that?

Thanks so much

Michael Cabus
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From jblaine at kickflop.net  Mon Aug  8 23:29:15 2016
From: jblaine at kickflop.net (Jeff Blaine)
Date: Mon, 8 Aug 2016 23:29:15 -0400
Subject: [rt-users] 4.2.13 rt-crontool search result oddities
Message-ID: <00a6ebde-c2b7-a01c-4741-1bda63c9e3f5@kickflop.net>

I've just started exploring rt-crontool after many years of RT use, and
the following results, per the queries, don't make any sense to me. Can
someone point out what I am doing wrong?

1. Owner nobody, status new, created more than 2 days ago

   /rt/bin/rt-crontool --search RT::Search::FromSQL --search-arg "Owner
= 'Nobody' AND Status = 'new' AND Created > '2 days ago'" --action
RT::Action --verbose

   Does not match this ticket, but should:

   Status: 	new
   Owner: 	Nobody in particular
   Created: 	Wed Jan 20 12:12:53 2016

2. Owner nobody, status new, created less than 90 days ago

   /rt/bin/rt-crontool --search RT::Search::FromSQL --search-arg "Owner
= 'Nobody' AND Status = 'new' AND Created < '90 days ago'" --action
RT::Action --verbose

   Matches this ticket, but should not:

   Status: 	new
   Owner: 	Nobody in particular
   Created: 	Mon Apr 07 12:18:30 2014



From shawn at bestpractical.com  Tue Aug  9 11:47:33 2016
From: shawn at bestpractical.com (Shawn M Moore)
Date: Tue, 9 Aug 2016 11:47:33 -0400
Subject: [rt-users] 4.2.13 rt-crontool search result oddities
In-Reply-To: <00a6ebde-c2b7-a01c-4741-1bda63c9e3f5@kickflop.net>
References: <00a6ebde-c2b7-a01c-4741-1bda63c9e3f5@kickflop.net>
Message-ID: <E1D32637-FE35-4DFA-908A-28AE34C88FD8@bestpractical.com>

Hi Jeff,

> On Aug 8, 2016, at 23:29, Jeff Blaine <jblaine at kickflop.net> wrote:
> 
> I've just started exploring rt-crontool after many years of RT use, and
> the following results, per the queries, don't make any sense to me. Can
> someone point out what I am doing wrong?

If you do the same searches in the web UI, can you confirm that you see the same oddities? I don't think there's anything specific to rt-crontool that's changing how search works.

> 1. Owner nobody, status new, created more than 2 days ago
> 
>   /rt/bin/rt-crontool --search RT::Search::FromSQL --search-arg "Owner
> = 'Nobody' AND Status = 'new' AND Created > '2 days ago'" --action
> RT::Action --verbose
> 
>   Does not match this ticket, but should:
> 
>   Status: 	new
>   Owner: 	Nobody in particular
>   Created: 	Wed Jan 20 12:12:53 2016

The way RT interprets the "Created > '2 days ago'" clause is first is it translates the relative "2 days ago" into an absolute date. As of this writing, something like "2016-08-07 11:40:00". Then, it compares each ticket's created date to that date. So it's really searching for tickets whose Created date is after 2016-08-07 11:40:00. Your ticket was created well before August 7, so it's not matching.

In other words, RT is comparing timestamps, not durations. We just so happen to handle a duration in the right-hand side of a search clause by converting it to a timestamp. This is a useful feature for saved searches (and rt-crontool) in particular, since you don't want to always be updating the search terms to reflect the passage of time.

The good news is I think you'll achieve what you want by flipping the operator, so "Created <= '2 days ago'", which RT interprets as "Created <= '2016-08-07 11:40:00'", which means "tickets created at or before 2016-08-07 11:40:00", which is what you'd meant by "Created > '2 days ago'".

> 2. Owner nobody, status new, created less than 90 days ago
> 
>   /rt/bin/rt-crontool --search RT::Search::FromSQL --search-arg "Owner
> = 'Nobody' AND Status = 'new' AND Created < '90 days ago'" --action
> RT::Action --verbose
> 
>   Matches this ticket, but should not:
> 
>   Status: 	new
>   Owner: 	Nobody in particular
>   Created: 	Mon Apr 07 12:18:30 2014

Same story. This is searching for all tickets whose Created date is before 2016-05-11 11:40:00 or thereabouts. Created >= '90 days ago' should work better.

Best,
Shawn
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From raymond.teunissen at kpn.com  Wed Aug 10 09:34:11 2016
From: raymond.teunissen at kpn.com (raymond.teunissen at kpn.com)
Date: Wed, 10 Aug 2016 13:34:11 +0000
Subject: [rt-users] Outgoing HTML mail
Message-ID: <7B2C1FA6B136524493306522928222690A4BEC87@CPEMS-KPN312.KPNCNL.LOCAL>

Hi,

I'm currently trying to get my outgoing mail from RT 4.2.12 into html format. This is my template:

From: My dept name <abuse at mydept.tld>
RT-Attach-Message: yes
Content-Type: text/html

<p style="font-size:10px; font-family: Verdana, Geneva, sans-serif;">
                                                                       {$Transaction->Content(Type => 'text/html')}
<br /><br />
  Met vriendelijke groet,<br /><br />
  Raymond<br />
  <strong>My Dept</strong><br />
<img src="imgurl"/>
  <br /><br />
</p>

Now the signature works, and is shown correctly, but the text I'm sending out through RT gets wrapped around these tags:

<pre style="white-space: pre-wrap; font-family: monospace;">My ticket content</pre>

This means that my signature is in the correct markup, but the main text of the outgoing mail isn't. Is there any way I can fix this?

Kind regards,
Raymond Teunissen
KPN
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From jbrandt at bestpractical.com  Wed Aug 10 13:23:30 2016
From: jbrandt at bestpractical.com (Jim Brandt)
Date: Wed, 10 Aug 2016 13:23:30 -0400
Subject: [rt-users] Outgoing HTML mail
In-Reply-To: <7B2C1FA6B136524493306522928222690A4BEC87@CPEMS-KPN312.KPNCNL.LOCAL>
References: <7B2C1FA6B136524493306522928222690A4BEC87@CPEMS-KPN312.KPNCNL.LOCAL>
Message-ID: <817662be-c485-2c77-cb7d-072a349b64d1@bestpractical.com>

Are you sending from RT with your message reply preference set to 
non-WYSIWYG (plain text)? If the content is text/plain, I think it's 
getting wrapped in pre tags. If you compose in the rich text editor, it 
should get set as text/html and come through and be interpreted as HTML.

On 8/10/16 9:34 AM, raymond.teunissen at kpn.com wrote:
> Hi,
>
>
>
> I?m currently trying to get my outgoing mail from RT 4.2.12 into html
> format. This is my template:
>
>
>
> *From: My dept name <abuse at mydept.tld>*
>
> *RT-Attach-Message: yes*
>
> *Content-Type: text/html*
>
> * *
>
> *<p style="font-size:10px; font-family: Verdana, Geneva,
> sans-serif;">                                                   *
>
> *
> {$Transaction->Content(Type => 'text/html')}*
>
> *<br /><br />*
>
> *  Met vriendelijke groet,<br /><br />*
>
> *  **Raymond<br />*
>
> *  <strong>My Dept</strong><br />*
>
> *<img src="imgurl"/>  *
>
> *  <br /><br />*
>
> *</p>*
>
>
>
> Now the signature works, and is shown correctly, but the text I?m
> sending out through RT gets wrapped around these tags:
>
>
>
> <pre style="white-space: pre-wrap; font-family: monospace;">My ticket
> content</pre>
>
>
>
> This means that my signature is in the correct markup, but the main text
> of the outgoing mail isn?t. Is there any way I can fix this?
>
>
>
> Kind regards,
>
> Raymond Teunissen
>
> KPN
>
>
>
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Los Angeles - September, 2016
>


From raymond.teunissen at kpn.com  Thu Aug 11 07:26:04 2016
From: raymond.teunissen at kpn.com (raymond.teunissen at kpn.com)
Date: Thu, 11 Aug 2016 11:26:04 +0000
Subject: [rt-users] Outgoing HTML mail
In-Reply-To: <817662be-c485-2c77-cb7d-072a349b64d1@bestpractical.com>
References: <7B2C1FA6B136524493306522928222690A4BEC87@CPEMS-KPN312.KPNCNL.LOCAL>
 <817662be-c485-2c77-cb7d-072a349b64d1@bestpractical.com>
Message-ID: <7B2C1FA6B136524493306522928222690A4BF3E6@CPEMS-KPN312.KPNCNL.LOCAL>

That did the trick. Thank you very much!

-----Oorspronkelijk bericht-----
Van: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Namens Jim Brandt
Verzonden: woensdag 10 augustus 2016 19:23
Aan: rt-users at lists.bestpractical.com
Onderwerp: Re: [rt-users] Outgoing HTML mail

Are you sending from RT with your message reply preference set to non-WYSIWYG (plain text)? If the content is text/plain, I think it's getting wrapped in pre tags. If you compose in the rich text editor, it should get set as text/html and come through and be interpreted as HTML.

On 8/10/16 9:34 AM, raymond.teunissen at kpn.com wrote:
> Hi,
>
>
>
> I'm currently trying to get my outgoing mail from RT 4.2.12 into html 
> format. This is my template:
>
>
>
> *From: My dept name <abuse at mydept.tld>*
>
> *RT-Attach-Message: yes*
>
> *Content-Type: text/html*
>
> * *
>
> *<p style="font-size:10px; font-family: Verdana, Geneva,
> sans-serif;">                                                   *
>
> *
> {$Transaction->Content(Type => 'text/html')}*
>
> *<br /><br />*
>
> *  Met vriendelijke groet,<br /><br />*
>
> *  **Raymond<br />*
>
> *  <strong>My Dept</strong><br />*
>
> *<img src="imgurl"/>  *
>
> *  <br /><br />*
>
> *</p>*
>
>
>
> Now the signature works, and is shown correctly, but the text I'm 
> sending out through RT gets wrapped around these tags:
>
>
>
> <pre style="white-space: pre-wrap; font-family: monospace;">My ticket 
> content</pre>
>
>
>
> This means that my signature is in the correct markup, but the main 
> text of the outgoing mail isn't. Is there any way I can fix this?
>
>
>
> Kind regards,
>
> Raymond Teunissen
>
> KPN
>
>
>
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Los Angeles - September, 2016
>
---------
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016


From joel.bergmark at t3.se  Thu Aug 11 08:18:35 2016
From: joel.bergmark at t3.se (Joel Bergmark)
Date: Thu, 11 Aug 2016 12:18:35 +0000
Subject: [rt-users] RT 4.4.1 - DefaultSearchResultOrderBy broken?
Message-ID: <81f4c056d3bb4b0c8b7a84a96d31171b@T3EX01.t3s.local>

Hi,

Didn't find anything on the forums about this, but since update from 4.4.0 to 4.4.1 it seems as if DefaultSearchResultOrderBy 'id' is not working, all users settings are sorting on AdminCC.EmailAddress.

Set($DefaultSearchResultOrderBy, 'id');

Set($DefaultSearchResultOrder, 'ASC');

What ever I do, its not sorting unless I go in on each users account on Settings -> Searchoptions and there set to sort on ID.

Only me experiencing this issue?

Regards, Joel
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From wmi8 at cdc.gov  Thu Aug 11 12:10:16 2016
From: wmi8 at cdc.gov (Wright, Cory (CDC/OID/NCEZID) (CTR))
Date: Thu, 11 Aug 2016 16:10:16 +0000
Subject: [rt-users] Reporting on "time in status"?
Message-ID: <19AE285F8495424FA7AF79F7CCCA6B8792D42E1C@EMBX-CLFT1.cdc.gov>

Is it possible to query on how long some tickets have been a particular status?

E.g. "How long does it take on average for tickets opened in July to change from New to Open?"
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From woody at wildthingsafaris.com  Fri Aug 12 04:04:37 2016
From: woody at wildthingsafaris.com (Woody - Wild Thing Safaris)
Date: Fri, 12 Aug 2016 11:04:37 +0300
Subject: [rt-users] mobile interface only shows searches
Message-ID: <ca8d4220-4521-4d0d-6004-1af047cd785a@wildthingsafaris.com>

Hi all,

When i access my RT 4.4.0 from my phone, i get the a mobile layout, but 
all it shows is a list of all my saved searches - there's no home menu,

dashboards, or admin menu (if root). I have to switch back to the normal 
view to be able to do anything. Have i got a setting wrong somewhere?


-- 

-----------------------

Richard Wood (Woody)
Managing Director
Wild Thing Safaris Ltd.

UK: 2B Habbo St, Greenwich, London
Dar es Salaam: 5 Ethan St, Mbezi beach
Arusha: 3 Ebeneezer Rd, Njiro
PO BOX 34514 DSM
Office: +255 (0) 222 617 166
Office Mobile: +255 (0) 773 503 502
Direct: +255 742 373 327
Skype: woody1tz
http://wildthingsafaris.com
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From mzagrabe at d.umn.edu  Fri Aug 12 08:57:25 2016
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Fri, 12 Aug 2016 07:57:25 -0500
Subject: [rt-users] mobile interface only shows searches
In-Reply-To: <ca8d4220-4521-4d0d-6004-1af047cd785a@wildthingsafaris.com>
References: <ca8d4220-4521-4d0d-6004-1af047cd785a@wildthingsafaris.com>
Message-ID: <CAOLfK3X9BmY74Euw8bD5adw6=aXAxQu5p821B9c6MBFKcfuuTg@mail.gmail.com>

On Fri, Aug 12, 2016 at 3:04 AM, Woody - Wild Thing Safaris <
woody at wildthingsafaris.com> wrote:

> Hi all,
>
> When i access my RT 4.4.0 from my phone, i get the a mobile layout, but
> all it shows is a list of all my saved searches - there's no home menu,
>
> dashboards, or admin menu (if root). I have to switch back to the normal
> view to be able to do anything. Have i got a setting wrong somewhere?
>

I don't think so.

The mobile UI is rather stripped down.

-m
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From SJC at qvii.com  Fri Aug 12 13:50:38 2016
From: SJC at qvii.com (Cena, Stephen (ext. 300))
Date: Fri, 12 Aug 2016 17:50:38 +0000
Subject: [rt-users] Skipping Scrip #X because it didn't Prepare
Message-ID: <87F81E27495DC8489147E34A4152E268A2BE819C@MailStore2010.ogp.qvii.com>

I have two RT systems: one testing and one production. I have a modified notification Scrip on my test box:
----------------------------------------
Description: On Correspond Reopen Rejected/Resolved Tickets
Condition: On Correspond
Action: User Defined
Template: Blank
Custom cond:
If ($self->TicketObj->Status eq 'rejected') { return 1; }
If ($self->TicketObj->Status eq 'resolved') { return 1; }
Return 0;

Custom action commit code:
$self->TicketObj->SetStatus("open");
----------------------------------------
On my test system it works perfectly. Any tickets resolved or rejected get re-opened on correspond. On my production box, I get the following in ym log:

[13641] [Fri Aug 12 17:43:44 2016] [debug]: Skipping Scrip #32 because it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:345)

I've tried writing my own messages to the log but it doesn't look like the scrip is firing. What is happening?

Stephen Cena
Senior Systems Administrator
Quality Vision International, Inc.
Phone: (585) 544-0450 x300
To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general at qvii.com<mailto:hd-general at qvii.com>
To report email issues: postmaster at qvii.com



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From jbrandt at bestpractical.com  Fri Aug 12 14:10:44 2016
From: jbrandt at bestpractical.com (Jim Brandt)
Date: Fri, 12 Aug 2016 14:10:44 -0400
Subject: [rt-users] Skipping Scrip #X because it didn't Prepare
In-Reply-To: <87F81E27495DC8489147E34A4152E268A2BE819C@MailStore2010.ogp.qvii.com>
References: <87F81E27495DC8489147E34A4152E268A2BE819C@MailStore2010.ogp.qvii.com>
Message-ID: <147b8081-d7dc-0c02-d01f-6c8b42ee1c96@bestpractical.com>

Do you have anything in the "Custom action preparation code:" box? If 
not, try adding:

return 1;

so the Prepare step returns successfully.

On 8/12/16 1:50 PM, Cena, Stephen (ext. 300) wrote:
> I have two RT systems: one testing and one production. I have a modified
> notification Scrip on my test box:
> ----------------------------------------
> Description: On Correspond Reopen Rejected/Resolved Tickets
> Condition: On Correspond
> Action: User Defined
> Template: Blank
> Custom cond:
> If ($self->TicketObj->Status eq ?rejected?) { return 1; }
> If ($self->TicketObj->Status eq ?resolved?) { return 1; }
> Return 0;
>
> Custom action commit code:
> $self->TicketObj->SetStatus(?open?);
> ----------------------------------------
> On my test system it works perfectly. Any tickets resolved or rejected
> get re-opened on correspond. On my production box, I get the following
> in ym log:
>
> [13641] [Fri Aug 12 17:43:44 2016] [debug]: Skipping Scrip #32 because
> it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:345)
>
> I?ve tried writing my own messages to the log but it doesn?t look like
> the scrip is firing. What is happening?
>
> *Stephen Cena*
> Senior Systems Administrator
> Quality Vision International, Inc.
> Phone: (585) 544-0450 x300
> To notify helpdesk: http://helpdesk.ogp.qvii.com or email:
> _hd-general at qvii.com_ <mailto:hd-general at qvii.com>
> To report email issues: postmaster at qvii.com
>
>
>
>
>
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Los Angeles - September, 2016
>


From smb at twsupport.com  Fri Aug 12 14:42:34 2016
From: smb at twsupport.com (Scott Boland)
Date: Fri, 12 Aug 2016 11:42:34 -0700
Subject: [rt-users] Wrong type and other settings with rt-setup-databases
Message-ID: <CABByfmaE7gopGRRPf_6vo5hP308X=sJmQR0-h=0UG_PQvMZYqw@mail.gmail.com>

We are in the process of moving to a new server and we will upgrade RT and
other things.  The new system will be RT 4.4.0 (Ubuntu 16.04 with MySQL
5.7).  The old system runs RT 4.0.4 (Ubuntu 12.04 with MySQL 5.5).  I am
stuck and haven't been able to find a solution elsewhere.  Thanks in
advance for any help and hopefully I didn't just miss something in the the
documentation.

When I try to do

rt-setup-databases --action upgrade

the process appears to show settings for the wrong database type and some
other things.  For example it will show Pg or sqllite even though we use
mysql and my SiteConfig has it set up that way.  I am not sure what I am
missing or how else to verify it but the settings seem to be right, just
not used.

Always the type is wrong but often the database name or user is wrong too.

I see the same type of issue if I try to use the action to drop the
database.

Thanks again for any help.  Please let me know if you need other
information to answer this.

Scott B
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From woody at wildthingsafaris.com  Sun Aug 14 02:04:08 2016
From: woody at wildthingsafaris.com (Woody - Wild Thing Safaris)
Date: Sun, 14 Aug 2016 09:04:08 +0300
Subject: [rt-users] mobile interface only shows searches
In-Reply-To: <CAOLfK3X9BmY74Euw8bD5adw6=aXAxQu5p821B9c6MBFKcfuuTg@mail.gmail.com>
References: <ca8d4220-4521-4d0d-6004-1af047cd785a@wildthingsafaris.com>
 <CAOLfK3X9BmY74Euw8bD5adw6=aXAxQu5p821B9c6MBFKcfuuTg@mail.gmail.com>
Message-ID: <5355fe2a-3f41-d228-87ca-9c97360ed7bf@wildthingsafaris.com>

Hi Matt,

But that makes the mobile UI unusable if it doesn't show dashboards and 
RT at a glance, surely? or is a dashboard considered too much info for a 
phone screen?

w.


On 12/08/16 15:57, Matt Zagrabelny wrote:
>
> On Fri, Aug 12, 2016 at 3:04 AM, Woody - Wild Thing Safaris 
> <woody at wildthingsafaris.com <mailto:woody at wildthingsafaris.com>> wrote:
>
>     Hi all,
>
>     When i access my RT 4.4.0 from my phone, i get the a mobile
>     layout, but all it shows is a list of all my saved searches -
>     there's no home menu,
>
>     dashboards, or admin menu (if root). I have to switch back to the
>     normal view to be able to do anything. Have i got a setting wrong
>     somewhere?
>
>
> I don't think so.
>
> The mobile UI is rather stripped down.
>
> -m

-- 

-----------------------

Richard Wood (Woody)
Managing Director
Wild Thing Safaris Ltd.

UK: 2B Habbo St, Greenwich, London
Dar es Salaam: 5 Ethan St, Mbezi beach
Arusha: 3 Ebeneezer Rd, Njiro
PO BOX 34514 DSM
Office: +255 (0) 222 617 166
Office Mobile: +255 (0) 773 503 502
Direct: +255 742 373 327
Skype: woody1tz
http://wildthingsafaris.com

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From woody at wildthingsafaris.com  Sun Aug 14 02:07:22 2016
From: woody at wildthingsafaris.com (Woody - Wild Thing Safaris)
Date: Sun, 14 Aug 2016 09:07:22 +0300
Subject: [rt-users] ModifyCustomField without SeeCustomField
Message-ID: <77462a39-86c0-d410-fcdf-04c9c6609ac9@wildthingsafaris.com>

Hi all,

Is it possible to allow a user to edit a custom field, without being 
able to see it's value? My testing looks like ModifyCustomField is not 
enough for the field to show up in the update page, and SeeCustomField 
my also be checked?

w.


-- 

-----------------------

Richard Wood (Woody)
Managing Director
Wild Thing Safaris Ltd.

UK: 2B Habbo St, Greenwich, London
Dar es Salaam: 5 Ethan St, Mbezi beach
Arusha: 3 Ebeneezer Rd, Njiro
PO BOX 34514 DSM
Office: +255 (0) 222 617 166
Office Mobile: +255 (0) 773 503 502
Direct: +255 742 373 327
Skype: woody1tz
http://wildthingsafaris.com



From mzagrabe at d.umn.edu  Sun Aug 14 14:25:39 2016
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Sun, 14 Aug 2016 13:25:39 -0500
Subject: [rt-users] ModifyCustomField without SeeCustomField
In-Reply-To: <77462a39-86c0-d410-fcdf-04c9c6609ac9@wildthingsafaris.com>
References: <77462a39-86c0-d410-fcdf-04c9c6609ac9@wildthingsafaris.com>
Message-ID: <CAOLfK3VNLUfjiNg-bQ15OKLa=5ceGNZfd-aBXGGq5RxN1_UoMw@mail.gmail.com>

On Sun, Aug 14, 2016 at 1:07 AM, Woody - Wild Thing Safaris
<woody at wildthingsafaris.com> wrote:
> Hi all,
>
> Is it possible to allow a user to edit a custom field, without being able to
> see it's value? My testing looks like ModifyCustomField is not enough for
> the field to show up in the update page, and SeeCustomField my also be
> checked?

You can always hack around that "limitation" with the callbacks.

/Elements/EditCustomFields/{After,Before}CustomFields

-m


From mmcgrath at carthage.edu  Sun Aug 14 18:18:14 2016
From: mmcgrath at carthage.edu (Max McGrath)
Date: Sun, 14 Aug 2016 17:18:14 -0500
Subject: [rt-users] Articles in RT 4.4.1
Message-ID: <CAH7EN_o=W5DyrALNWmG5P3cQdohOC-ZjWu2zQYtxBtPNfanU8g@mail.gmail.com>

Hello -

I just upgraded from 4.2.12 to 4.4.1.  We used Articles under 4.2.12
without issue.  Under 4.4.1 I am seeing this:

[image: Inline image 1]

How can I get rid of the *Text:* at the top so technicians don't have to
manually remove it every time?

Thanks!

Max
--
Max McGrath  <https://www.linkedin.com/pub/max-mcgrath/1b/3a6/a21>
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu
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From mmcgrath at carthage.edu  Sun Aug 14 19:29:32 2016
From: mmcgrath at carthage.edu (Max McGrath)
Date: Sun, 14 Aug 2016 18:29:32 -0500
Subject: [rt-users] RT 4.4 QueueList
Message-ID: <CAH7EN_pk1LHNmkpgNBDL+zocfpJ0AD4wVgC-gcv8FO=Wb8_J0g@mail.gmail.com>

Just upgraded to 4.4 and am seeing the following in my rt.log:

The Mason component /opt/rt4/share/html/Elements/Quicksearch is deprecated,
and will be removed in RT 4.6.  You should use QueueList instead.

What do I need to do in order to start using QueueList.  I still see the
Quicksearch option in my RT at a Glance menu -- but I *do not* see the
QueueList option on that menu.

Do need to be doing something else in order to use QueueList?

Max
--
Max McGrath  <https://www.linkedin.com/pub/max-mcgrath/1b/3a6/a21>
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu
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From mzagrabe at d.umn.edu  Mon Aug 15 09:46:20 2016
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Mon, 15 Aug 2016 08:46:20 -0500
Subject: [rt-users] RT 4.4 QueueList
In-Reply-To: <CAH7EN_pk1LHNmkpgNBDL+zocfpJ0AD4wVgC-gcv8FO=Wb8_J0g@mail.gmail.com>
References: <CAH7EN_pk1LHNmkpgNBDL+zocfpJ0AD4wVgC-gcv8FO=Wb8_J0g@mail.gmail.com>
Message-ID: <CAOLfK3VYGPAmJqNUgnzHH1uHWMYV7KK0Mdx8GVjSn44dufZPtw@mail.gmail.com>

On Sun, Aug 14, 2016 at 6:29 PM, Max McGrath <mmcgrath at carthage.edu> wrote:

> Just upgraded to 4.4 and am seeing the following in my rt.log:
>
> The Mason component /opt/rt4/share/html/Elements/Quicksearch is
> deprecated, and will be removed in RT 4.6.  You should use QueueList
> instead.
>
> What do I need to do in order to start using QueueList.  I still see the
> Quicksearch option in my RT at a Glance menu -- but I *do not* see the
> QueueList option on that menu.
>

What do you mean by menu?


> Do need to be doing something else in order to use QueueList?
>

Try editing your Homepage and see if you can:

1. Remove the Quicksearch

2. Add the QueueList

-m
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From mmcgrath at carthage.edu  Mon Aug 15 09:52:18 2016
From: mmcgrath at carthage.edu (Max McGrath)
Date: Mon, 15 Aug 2016 08:52:18 -0500
Subject: [rt-users] RT 4.4 QueueList
In-Reply-To: <CAOLfK3VYGPAmJqNUgnzHH1uHWMYV7KK0Mdx8GVjSn44dufZPtw@mail.gmail.com>
References: <CAH7EN_pk1LHNmkpgNBDL+zocfpJ0AD4wVgC-gcv8FO=Wb8_J0g@mail.gmail.com>
 <CAOLfK3VYGPAmJqNUgnzHH1uHWMYV7KK0Mdx8GVjSn44dufZPtw@mail.gmail.com>
Message-ID: <CAH7EN_r4KQe0QQJT8ijdgTB8Pijbf8NizSqauMUaD7iJCc93bQ@mail.gmail.com>

Thanks Matt -

The options I have when I edit my homepage is what I called the menu.
QueueList is not an option there for me:

[image: Inline image 1]

Max

--
Max McGrath  <https://www.linkedin.com/pub/max-mcgrath/1b/3a6/a21>
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu

On Mon, Aug 15, 2016 at 8:46 AM, Matt Zagrabelny <mzagrabe at d.umn.edu> wrote:

>
>
> On Sun, Aug 14, 2016 at 6:29 PM, Max McGrath <mmcgrath at carthage.edu>
> wrote:
>
>> Just upgraded to 4.4 and am seeing the following in my rt.log:
>>
>> The Mason component /opt/rt4/share/html/Elements/Quicksearch is
>> deprecated, and will be removed in RT 4.6.  You should use QueueList
>> instead.
>>
>> What do I need to do in order to start using QueueList.  I still see the
>> Quicksearch option in my RT at a Glance menu -- but I *do not* see the
>> QueueList option on that menu.
>>
>
> What do you mean by menu?
>
>
>> Do need to be doing something else in order to use QueueList?
>>
>
> Try editing your Homepage and see if you can:
>
> 1. Remove the Quicksearch
>
> 2. Add the QueueList
>
> -m
>
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From SFigueira at geestline.com  Mon Aug 15 10:32:34 2016
From: SFigueira at geestline.com (Simon Figueira)
Date: Mon, 15 Aug 2016 14:32:34 +0000
Subject: [rt-users] Notification from one queue
Message-ID: <295f162de0324df3b16bdba287729149@geestline.com>

I want to set up a notification when a custom field is changed in just one queue.  I see you can do it globally in scrips.  I also see you need to create a template at the queue level to do this but I am not sure what script I would need to use.

Thanks

Simon Figueira
Systems Administrator

This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual to whom it is addressed. It is Geest Line policy that the Company only enter into obligations, warranties and representations which are signed in hard copy form by an authorised individual. This email message has been swept for the presence of computer viruses but Internet communications are not guaranteed to be secure or virus-free. Email to and from Geest Line is monitored for operational and business reasons. Geest Line Limited - Registered in England No. 266840 Registered Office: Eagle Point, Little Park Farm Road, Fareham, Hants PO15 5TD.
Business is transacted under BIFA STC 2005A, copy of terms available here: http://www.bifa.org/_Attachments/Resources/1105_S4.pdf
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From mzagrabe at d.umn.edu  Mon Aug 15 10:53:12 2016
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Mon, 15 Aug 2016 09:53:12 -0500
Subject: [rt-users] Notification from one queue
In-Reply-To: <295f162de0324df3b16bdba287729149@geestline.com>
References: <295f162de0324df3b16bdba287729149@geestline.com>
Message-ID: <CAOLfK3U7L+Uzx-MzjiyZhkXMvxdL3FQMBqTbi2bdFXKd-MYNvQ@mail.gmail.com>

Just apply the scrip to the queue.

What version of  RT are you using?

-m

On Mon, Aug 15, 2016 at 9:32 AM, Simon Figueira <SFigueira at geestline.com>
wrote:

> I want to set up a notification when a custom field is changed in just one
> queue.  I see you can do it globally in scrips.  I also see you need to
> create a template at the queue level to do this but I am not sure what
> script I would need to use.
>
>
>
> Thanks
>
>
>
> *Simon Figueira*
> Systems Administrator
>
>
>
>
>
>
>
>
>
>
>
> ------------------------------
> This e-mail and any files transmitted with it are confidential and
> intended solely for the use of the individual to whom it is addressed. It
> is Geest Line policy that the Company only enter into obligations,
> warranties and representations which are signed in hard copy form by an
> authorised individual. This email message has been swept for the presence
> of computer viruses but Internet communications are not guaranteed to be
> secure or virus-free. Email to and from Geest Line is monitored for
> operational and business reasons. Geest Line Limited - Registered in
> England No. 266840 Registered Office: Eagle Point, Little Park Farm Road,
> Fareham, Hants PO15 5TD. Business is transacted under BIFA STC 2005A, copy
> of terms available here: http://www.bifa.org/_
> Attachments/Resources/1105_S4.pdf
> ------------------------------
>
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Los Angeles - September, 2016
>
>
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From SJC at qvii.com  Mon Aug 15 11:00:30 2016
From: SJC at qvii.com (Cena, Stephen (ext. 300))
Date: Mon, 15 Aug 2016 15:00:30 +0000
Subject: [rt-users] Skipping Scrip #X because it didn't Prepare
Message-ID: <87F81E27495DC8489147E34A4152E268A2BE9012@MailStore2010.ogp.qvii.com>

Jim - I tried your suggestion and it caused the Scrip to fire every single time. What I ended up doing that worked was I duplicated the test in Custom Condition to Custom Action preparation. So both fields now have:

if ($self->TicketObj->Status eq 'rejected') { return 1; }
if ($self->TicketObj->Status eq 'resolved') { return 1; }
return 0;

What is really weird is on my test system it works flawlessly with only the Custom Condition and Custom action commit code. Basically we just want tickets to re-open if they are in Resolve or Rejected and get Replied to. I'm scratching my head at why the two systems are functioning differently. Is it possible that an earlier Scrip I have could be interfering? Before I had a test environment I'd make changes to our live system for functionality. 

Message: 2
Date: Fri, 12 Aug 2016 14:10:44 -0400
From: Jim Brandt <jbrandt at bestpractical.com>
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Skipping Scrip #X because it didn't Prepare
Message-ID: <147b8081-d7dc-0c02-d01f-6c8b42ee1c96 at bestpractical.com>
Content-Type: text/plain; charset=windows-1252; format=flowed

Do you have anything in the "Custom action preparation code:" box? If not, try adding:

return 1;

so the Prepare step returns successfully.

On 8/12/16 1:50 PM, Cena, Stephen (ext. 300) wrote:
> I have two RT systems: one testing and one production. I have a 
> modified notification Scrip on my test box:
> ----------------------------------------
> Description: On Correspond Reopen Rejected/Resolved Tickets
> Condition: On Correspond
> Action: User Defined
> Template: Blank
> Custom cond:
> If ($self->TicketObj->Status eq ?rejected?) { return 1; } If 
> ($self->TicketObj->Status eq ?resolved?) { return 1; } Return 0;
>
> Custom action commit code:
> $self->TicketObj->SetStatus(?open?);
> ----------------------------------------
> On my test system it works perfectly. Any tickets resolved or rejected 
> get re-opened on correspond. On my production box, I get the following 
> in ym log:
>
> [13641] [Fri Aug 12 17:43:44 2016] [debug]: Skipping Scrip #32 because 
> it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:345)
>
> I?ve tried writing my own messages to the log but it doesn?t look like 
> the scrip is firing. What is happening?
>
> *Stephen Cena*
> Senior Systems Administrator
> Quality Vision International, Inc.
> Phone: (585) 544-0450 x300
> To notify helpdesk: http://helpdesk.ogp.qvii.com or email:
> _hd-general at qvii.com_ <mailto:hd-general at qvii.com> To report email 
> issues: postmaster at qvii.com
>
>
>
>
>
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Los Angeles - September, 2016
>

Stephen Cena
Senior Systems Administrator 
Quality Vision International, Inc.
Phone: (585) 544-0450 x300
To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general at qvii.com
To report email issues: postmaster at qvii.com


From SFigueira at geestline.com  Mon Aug 15 11:02:57 2016
From: SFigueira at geestline.com (Simon Figueira)
Date: Mon, 15 Aug 2016 15:02:57 +0000
Subject: [rt-users] Notification from one queue
In-Reply-To: <CAOLfK3U7L+Uzx-MzjiyZhkXMvxdL3FQMBqTbi2bdFXKd-MYNvQ@mail.gmail.com>
References: <295f162de0324df3b16bdba287729149@geestline.com>
 <CAOLfK3U7L+Uzx-MzjiyZhkXMvxdL3FQMBqTbi2bdFXKd-MYNvQ@mail.gmail.com>
Message-ID: <0291e4fd4c604fa9a49052cba4330633@geestline.com>

4.2.11

The global scrip shows

[cid:image001.png at 01D1F70E.7CFC7E20]

Enabling it would make it global and not just one queue.


Simon Figueira
Systems Administrator








From: Matt Zagrabelny [mailto:mzagrabe at d.umn.edu]
Sent: 15 August 2016 15:53
To: Simon Figueira <SFigueira at geestline.com>
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Notification from one queue

Just apply the scrip to the queue.
What version of  RT are you using?
-m

On Mon, Aug 15, 2016 at 9:32 AM, Simon Figueira <SFigueira at geestline.com<mailto:SFigueira at geestline.com>> wrote:
I want to set up a notification when a custom field is changed in just one queue.  I see you can do it globally in scrips.  I also see you need to create a template at the queue level to do this but I am not sure what script I would need to use.

Thanks

Simon Figueira
Systems Administrator









________________________________
This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual to whom it is addressed. It is Geest Line policy that the Company only enter into obligations, warranties and representations which are signed in hard copy form by an authorised individual. This email message has been swept for the presence of computer viruses but Internet communications are not guaranteed to be secure or virus-free. Email to and from Geest Line is monitored for operational and business reasons. Geest Line Limited - Registered in England No. 266840 Registered Office: Eagle Point, Little Park Farm Road, Fareham, Hants PO15 5TD. Business is transacted under BIFA STC 2005A, copy of terms available here: http://www.bifa.org/_Attachments/Resources/1105_S4.pdf<http://www.bifa.org/_Attachments/Resources/1105_S4.pdf>
________________________________

---------
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training<https://bestpractical.com/training>
* Los Angeles - September, 2016

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From mmcgrath at carthage.edu  Mon Aug 15 12:56:27 2016
From: mmcgrath at carthage.edu (Max McGrath)
Date: Mon, 15 Aug 2016 11:56:27 -0500
Subject: [rt-users] Articles in RT 4.4.1
In-Reply-To: <CAH7EN_o=W5DyrALNWmG5P3cQdohOC-ZjWu2zQYtxBtPNfanU8g@mail.gmail.com>
References: <CAH7EN_o=W5DyrALNWmG5P3cQdohOC-ZjWu2zQYtxBtPNfanU8g@mail.gmail.com>
Message-ID: <CAH7EN_r0UjvGwMg1AtokP6PSZCQ+MY0WY8kOEARMScPUHorfKg@mail.gmail.com>

Disregard.  Found it in Admin --> Articles --> Classes and unchecked the
*Title* checkbox.

Max

--
Max McGrath  <https://www.linkedin.com/pub/max-mcgrath/1b/3a6/a21>
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu

On Sun, Aug 14, 2016 at 5:18 PM, Max McGrath <mmcgrath at carthage.edu> wrote:

> Hello -
>
> I just upgraded from 4.2.12 to 4.4.1.  We used Articles under 4.2.12
> without issue.  Under 4.4.1 I am seeing this:
>
> [image: Inline image 1]
>
> How can I get rid of the *Text:* at the top so technicians don't have to
> manually remove it every time?
>
> Thanks!
>
> Max
> --
> Max McGrath  <https://www.linkedin.com/pub/max-mcgrath/1b/3a6/a21>
> Network Administrator
> Carthage College
> 262-552-5512
> mmcgrath at carthage.edu
>
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From mzagrabe at d.umn.edu  Mon Aug 15 13:28:05 2016
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Mon, 15 Aug 2016 12:28:05 -0500
Subject: [rt-users] Notification from one queue
In-Reply-To: <0291e4fd4c604fa9a49052cba4330633@geestline.com>
References: <295f162de0324df3b16bdba287729149@geestline.com>
 <CAOLfK3U7L+Uzx-MzjiyZhkXMvxdL3FQMBqTbi2bdFXKd-MYNvQ@mail.gmail.com>
 <0291e4fd4c604fa9a49052cba4330633@geestline.com>
Message-ID: <CAOLfK3UQwKxiPpn3emnnwQcQHz8ZsvYZ99HxposnoZ7rsDzrmg@mail.gmail.com>

Hi Simon,

Drill down to the queues, then create your scrip there.

Admin -> Queues -> Select

Scrips -> Create

Your heading should look something like:
Create a scrip and add to queue BLAH

my URL looks like:

https://rt.d.umn.edu/Admin/Scrips/Create.html?Queue=12

This will restrict the scrip to that queue.

-m


On Mon, Aug 15, 2016 at 10:02 AM, Simon Figueira <SFigueira at geestline.com>
wrote:

> 4.2.11
>
>
>
> The global scrip shows
>
>
>
>
>
> Enabling it would make it global and not just one queue.
>
>
>
>
>
> *Simon Figueira*
> Systems Administrator
>
>
>
>
>
>
>
>
>
>
> *From:* Matt Zagrabelny [mailto:mzagrabe at d.umn.edu]
> *Sent:* 15 August 2016 15:53
> *To:* Simon Figueira <SFigueira at geestline.com>
> *Cc:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] Notification from one queue
>
>
>
> Just apply the scrip to the queue.
>
> What version of  RT are you using?
>
> -m
>
>
>
> On Mon, Aug 15, 2016 at 9:32 AM, Simon Figueira <SFigueira at geestline.com>
> wrote:
>
> I want to set up a notification when a custom field is changed in just one
> queue.  I see you can do it globally in scrips.  I also see you need to
> create a template at the queue level to do this but I am not sure what
> script I would need to use.
>
>
>
> Thanks
>
>
>
> *Simon Figueira*
> Systems Administrator
>
>
>
>
>
>
>
>
>
>
>
> ------------------------------
>
> This e-mail and any files transmitted with it are confidential and
> intended solely for the use of the individual to whom it is addressed. It
> is Geest Line policy that the Company only enter into obligations,
> warranties and representations which are signed in hard copy form by an
> authorised individual. This email message has been swept for the presence
> of computer viruses but Internet communications are not guaranteed to be
> secure or virus-free. Email to and from Geest Line is monitored for
> operational and business reasons. Geest Line Limited - Registered in
> England No. 266840 Registered Office: Eagle Point, Little Park Farm Road,
> Fareham, Hants PO15 5TD. Business is transacted under BIFA STC 2005A, copy
> of terms available here: http://www.bifa.org/_
> Attachments/Resources/1105_S4.pdf
> ------------------------------
>
>
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Los Angeles - September, 2016
>
>
>
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From steve at sbsroc.com  Mon Aug 15 18:56:59 2016
From: steve at sbsroc.com (Stephen Switzer)
Date: Mon, 15 Aug 2016 18:56:59 -0400
Subject: [rt-users] Upgrade from 4.2.12 -> 4.4.1 breaks Self Service?
Message-ID: <11dfe8ee-7af8-7876-96f9-4f9beb20986f@sbsroc.com>

I upgraded last night, and all seems great, except an issue was reported 
today. The "My open tickets" section in Self Service is blank. The 
closed tickets are viewable, however. I had the user log out and back 
in, cleared the mason cache, restarted apache...

Where can I look first to determine the issue?

Thank you!


-- 
Best regards,

*Stephen H. Switzer*
*voice:* 585.298.9420 [ x7001 ]
*cell:* 585.202.8312
*fax:* 585.625.0020
*email:* steve at SBSroc.com <mailto:steve at SBSroc.com>
/Technical Consultant & System Engineer/
- VMware VSP
- Microsoft MCP, Desktop/Server


?*Switzer Business Solutions, LLC*

*web:* www.SwitzerBusinessSolutions.com 
<http://www.switzerbusinesssolutions.com/>
*fb:* www.facebook.com/sbsolutions <http://www.facebook.com/sbsolutions>
- VMware VIP Partner
- HP Authorized Business Development Partner
- Xorcom Certified Dealer


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From SFigueira at geestline.com  Tue Aug 16 03:41:10 2016
From: SFigueira at geestline.com (Simon Figueira)
Date: Tue, 16 Aug 2016 07:41:10 +0000
Subject: [rt-users] Notification from one queue
In-Reply-To: <CAOLfK3UQwKxiPpn3emnnwQcQHz8ZsvYZ99HxposnoZ7rsDzrmg@mail.gmail.com>
References: <295f162de0324df3b16bdba287729149@geestline.com>
 <CAOLfK3U7L+Uzx-MzjiyZhkXMvxdL3FQMBqTbi2bdFXKd-MYNvQ@mail.gmail.com>
 <0291e4fd4c604fa9a49052cba4330633@geestline.com>
 <CAOLfK3UQwKxiPpn3emnnwQcQHz8ZsvYZ99HxposnoZ7rsDzrmg@mail.gmail.com>
Message-ID: <ee992dbd5dcd4bbd92a071bdf0bb2169@geestline.com>

That is the issue.  Not sure what the script should be.  All I want is if there is a transaction change the queue admin is mailed.

Simon Figueira
Systems Administrator








From: Matt Zagrabelny [mailto:mzagrabe at d.umn.edu]
Sent: 15 August 2016 18:28
To: Simon Figueira <SFigueira at geestline.com>
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Notification from one queue

Hi Simon,
Drill down to the queues, then create your scrip there.
Admin -> Queues -> Select
Scrips -> Create
Your heading should look something like:
Create a scrip and add to queue BLAH

my URL looks like:

https://rt.d.umn.edu/Admin/Scrips/Create.html?Queue=12<https://rt.d.umn.edu/Admin/Scrips/Create.html?Queue=12>

This will restrict the scrip to that queue.

-m


On Mon, Aug 15, 2016 at 10:02 AM, Simon Figueira <SFigueira at geestline.com<mailto:SFigueira at geestline.com>> wrote:
4.2.11

The global scrip shows

[cid:image001.png at 01D1F799.AEC666B0]

Enabling it would make it global and not just one queue.


Simon Figueira
Systems Administrator








From: Matt Zagrabelny [mailto:mzagrabe at d.umn.edu<mailto:mzagrabe at d.umn.edu>]
Sent: 15 August 2016 15:53
To: Simon Figueira <SFigueira at geestline.com<mailto:SFigueira at geestline.com>>
Cc: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Notification from one queue

Just apply the scrip to the queue.
What version of  RT are you using?
-m

On Mon, Aug 15, 2016 at 9:32 AM, Simon Figueira <SFigueira at geestline.com<mailto:SFigueira at geestline.com>> wrote:
I want to set up a notification when a custom field is changed in just one queue.  I see you can do it globally in scrips.  I also see you need to create a template at the queue level to do this but I am not sure what script I would need to use.

Thanks

Simon Figueira
Systems Administrator









________________________________
This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual to whom it is addressed. It is Geest Line policy that the Company only enter into obligations, warranties and representations which are signed in hard copy form by an authorised individual. This email message has been swept for the presence of computer viruses but Internet communications are not guaranteed to be secure or virus-free. Email to and from Geest Line is monitored for operational and business reasons. Geest Line Limited - Registered in England No. 266840 Registered Office: Eagle Point, Little Park Farm Road, Fareham, Hants PO15 5TD. Business is transacted under BIFA STC 2005A, copy of terms available here: http://www.bifa.org/_Attachments/Resources/1105_S4.pdf<http://www.bifa.org/_Attachments/Resources/1105_S4.pdf>
________________________________

---------
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training<https://bestpractical.com/training>
* Los Angeles - September, 2016


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From mzagrabe at d.umn.edu  Tue Aug 16 08:30:11 2016
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Tue, 16 Aug 2016 07:30:11 -0500
Subject: [rt-users] Notification from one queue
In-Reply-To: <ee992dbd5dcd4bbd92a071bdf0bb2169@geestline.com>
References: <295f162de0324df3b16bdba287729149@geestline.com>
 <CAOLfK3U7L+Uzx-MzjiyZhkXMvxdL3FQMBqTbi2bdFXKd-MYNvQ@mail.gmail.com>
 <0291e4fd4c604fa9a49052cba4330633@geestline.com>
 <CAOLfK3UQwKxiPpn3emnnwQcQHz8ZsvYZ99HxposnoZ7rsDzrmg@mail.gmail.com>
 <ee992dbd5dcd4bbd92a071bdf0bb2169@geestline.com>
Message-ID: <CAOLfK3UA5dzj5bw=59Yc76oDyqP14+hkx3rq_oDU317LnOU7HA@mail.gmail.com>

On Tue, Aug 16, 2016 at 2:41 AM, Simon Figueira <SFigueira at geestline.com>
wrote:

> That is the issue.  Not sure what the script should be.  All I want is if
> there is a transaction change the queue admin is mailed.
>
>
>
Action: Notify AdminCcs

-m
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From ag at galletet.ch  Tue Aug 16 08:39:38 2016
From: ag at galletet.ch (Alexandre Galletet)
Date: Tue, 16 Aug 2016 14:39:38 +0200
Subject: [rt-users] missing new attachments on sending
Message-ID: <57B3098A.9030802@galletet.ch>

Hi all,

I upgraded RT last week from 4.0.19 to 4.4.1 with no problem.

When we reply to a ticket and attach more than 1 file the mail usually 
drop some attachments.
We drop 5 files in the box 'attach' below the answer. The files seams to 
be downloaded as we see no more progress bar and the OK logo appear for 
3 seconds on the file. Then we write the answer and click the 'Update 
Ticket'.

On the correspondence history and the outgoing mail there is only 3 
files, same 3 files for the 'attachment' info on that ticket. We have to 
write another answer with the 2 missing files.

We have no problem if the files are already on the server and we just 
select them with the checkbox in the 'Include attachments' below the 
'attach' window.

The 5 files are very small: < 100kB each.

I don't know where to investigate !

Alex




From nick.adams815 at gmail.com  Tue Aug 16 11:27:02 2016
From: nick.adams815 at gmail.com (Nicholas Adams)
Date: Tue, 16 Aug 2016 10:27:02 -0500
Subject: [rt-users] Asset Custom Field Sorting
Message-ID: <6E5C185F-129F-4C4A-BBFB-2EA9FB0FD7C8@gmail.com>

Hello, 

Is there any way to sort the order of custom fields in Assets?

I know in documentation I can change the custom fields in ticket transaction, but have thus far been unable to find anything for the asset custom fields. 

Here is my grouping and a screenshot of how it appears.  Any assistance would be greatly appreciated!

Thanks!

# Custom Fields Edit
Set(%CustomFieldGroupings,
    'RT::Asset' => [
        'Product Details'    => ['Add-Ons', 'Internet Package', 'TV Package', 'Additional STB', 'Additional DVR'],
        'Customer Info'      => ['Unit Number', 'Street Name', 'Block and Parcel', 'Complex or Building Name', 'Area', 'Customer ID', 'Email Address', 'Phone Number', 'Source', 'Repr$
        'Provisioning Info'  => ['FSAN', 'Install Date', 'MAC ADDRESS', 'ONT Position', 'MXK'],
    ],


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From reinhold at aiding.it  Wed Aug 17 02:53:09 2016
From: reinhold at aiding.it (Pescoller Reinhold)
Date: Wed, 17 Aug 2016 08:53:09 +0200
Subject: [rt-users] requestor is able to reopen ticket
Message-ID: <06ff7c668c0b8b3b66d34eaafbf98ba0@localhost>


Hi,

i have following question for the following situation. A requestor 
send a request and create a ticket. When the ticket is resolved he gets 
a notify that his issue was resolved. But know he answer to the email 
with "thanks" and reopen the ticket. Be reclosing the ticket he get the 
notify again and so on in a loop.

The checkbox notify requestor by resolving the ticket make no 
difference. The question is: to reopen a ticket or change some ticket 
state you need the right to modify tickets isn't it so?

How can I configure rt to not allowing reopen ticket for the requestor 
or to not notify requestor a second time?

thanks

I use rt 4.4.0



From SJC at qvii.com  Wed Aug 17 12:08:14 2016
From: SJC at qvii.com (Cena, Stephen (ext. 300))
Date: Wed, 17 Aug 2016 16:08:14 +0000
Subject: [rt-users] Skipping Scrip #X because it didn't Prepare
Message-ID: <87F81E27495DC8489147E34A4152E268A2BEB2C4@MailStore2010.ogp.qvii.com>

I got an out-of-band response from someone on this issue. He basically said that because I used "On Correspond" and not "User Defined" that the "Custom Condition" code would never fire. Is this accurate? If so, I'm wondering why it was working on my test box.

Stephen Cena
Senior Systems Administrator
Quality Vision International, Inc.
Phone: (585) 544-0450 x300
To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general at qvii.com<mailto:hd-general at qvii.com>
To report email issues: postmaster at qvii.com



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From relhames at daisygroup.com  Wed Aug 17 13:33:41 2016
From: relhames at daisygroup.com (Raed El-Hames)
Date: Wed, 17 Aug 2016 17:33:41 +0000
Subject: [rt-users] Adding File from Custom Field to Update Page or reply
	template
Message-ID: <e97b5f1f4f6d40849ab754f2f1742568@DSYEXPR04.DAISY.GROUP>

Hi

RT-4.2 , Mysql 5 apache2 with mod_perl

I would like to add a file from ?Upload one file? custom field as an attachment within Update.html
Ie , when a user update a ticket (reply or comment), under certain conditions I would like the file stored in an ?Upload one file? ticket CF to be added as an Attachment , if its not possible to add it this way , is it possible to add the file attachment within the correspondence template ??

Tried google and lists could n?t find a solution

Roy
This email (and any attachments) contains information, which may be privileged and/or confidential. It's meant only for the individual(s) or entity named above. If you're not the intended recipient, please note that disclosing, copying, distributing or using this information is prohibited. If you've received this email in error, please let me know immediately by emailing me at the email address above and then delete all traces of this email from your system. We monitor our email system, and may record your emails. Computer viruses can be transmitted by email. You should check this email and any attachments for the presence of viruses. We accept no liability for any damage caused by any virus transmitted by this email or any attachments. Daisy Communications Ltd Registered office: Daisy House, Lindred Road Business Park, Nelson, Lancashire, BB9 5SR Registered in England and Wales with company number: 4145329
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From aaron at backblaze.com  Wed Aug 17 14:22:30 2016
From: aaron at backblaze.com (Aaron McCormack)
Date: Wed, 17 Aug 2016 11:22:30 -0700
Subject: [rt-users] requestor is able to reopen ticket
In-Reply-To: <06ff7c668c0b8b3b66d34eaafbf98ba0@localhost>
References: <06ff7c668c0b8b3b66d34eaafbf98ba0@localhost>
Message-ID: <07B7F368-8255-44F0-8F39-4C950801E831@backblaze.com>

This is a scrip that I've previously used on 4.2 to prevent the "thanks" replies from reopening tickets:   https://rt-wiki.bestpractical.com/wiki/AutoOpenProblem

I think education would be best, but this will squelch the status changes from making the ticket active.  I don't have the scrip running now in 4.4, but hopefully the idea would still apply.

Aaron


> On Aug 16, 2016, at 11:53 PM, Pescoller Reinhold <reinhold at aiding.it> wrote:
> 
> 
> Hi,
> 
> i have following question for the following situation. A requestor send a request and create a ticket. When the ticket is resolved he gets a notify that his issue was resolved. But know he answer to the email with "thanks" and reopen the ticket. Be reclosing the ticket he get the notify again and so on in a loop.
> 
> The checkbox notify requestor by resolving the ticket make no difference. The question is: to reopen a ticket or change some ticket state you need the right to modify tickets isn't it so?
> 
> How can I configure rt to not allowing reopen ticket for the requestor or to not notify requestor a second time?
> 
> thanks
> 
> I use rt 4.4.0
> 
> ---------
> RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training
> * Los Angeles - September 12-14, 2016



From ktm at rice.edu  Wed Aug 17 14:25:52 2016
From: ktm at rice.edu (Kenneth Marshall)
Date: Wed, 17 Aug 2016 13:25:52 -0500
Subject: [rt-users] requestor is able to reopen ticket
In-Reply-To: <07B7F368-8255-44F0-8F39-4C950801E831@backblaze.com>
References: <06ff7c668c0b8b3b66d34eaafbf98ba0@localhost>
 <07B7F368-8255-44F0-8F39-4C950801E831@backblaze.com>
Message-ID: <20160817182552.GX4950@aart.rice.edu>

On Wed, Aug 17, 2016 at 11:22:30AM -0700, Aaron McCormack wrote:
> This is a scrip that I've previously used on 4.2 to prevent the "thanks" replies from reopening tickets:   https://rt-wiki.bestpractical.com/wiki/AutoOpenProblem
> 
> I think education would be best, but this will squelch the status changes from making the ticket active.  I don't have the scrip running now in 4.4, but hopefully the idea would still apply.
> 
> Aaron
> 

What about the extension  RT-Extension-RepliesToResolved-0.02

Regards,
Ken


From mmcgrath at carthage.edu  Wed Aug 17 14:33:23 2016
From: mmcgrath at carthage.edu (Max McGrath)
Date: Wed, 17 Aug 2016 13:33:23 -0500
Subject: [rt-users] RT 4.4 QueueList
In-Reply-To: <CAH7EN_r4KQe0QQJT8ijdgTB8Pijbf8NizSqauMUaD7iJCc93bQ@mail.gmail.com>
References: <CAH7EN_pk1LHNmkpgNBDL+zocfpJ0AD4wVgC-gcv8FO=Wb8_J0g@mail.gmail.com>
 <CAOLfK3VYGPAmJqNUgnzHH1uHWMYV7KK0Mdx8GVjSn44dufZPtw@mail.gmail.com>
 <CAH7EN_r4KQe0QQJT8ijdgTB8Pijbf8NizSqauMUaD7iJCc93bQ@mail.gmail.com>
Message-ID: <CAH7EN_qC9bhOfcU-At7AaCFE9bEVQBON3G0udXaBpqLtdS-RUQ@mail.gmail.com>

Figured this one out as well.  I had to go into RT_SiteConfig.pm and update
the values in my $HomepageComponents.

Max

--
Max McGrath  <https://www.linkedin.com/pub/max-mcgrath/1b/3a6/a21>
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu

On Mon, Aug 15, 2016 at 8:52 AM, Max McGrath <mmcgrath at carthage.edu> wrote:

> Thanks Matt -
>
> The options I have when I edit my homepage is what I called the menu.
> QueueList is not an option there for me:
>
> [image: Inline image 1]
>
> Max
>
> --
> Max McGrath  <https://www.linkedin.com/pub/max-mcgrath/1b/3a6/a21>
> Network Administrator
> Carthage College
> 262-552-5512
> mmcgrath at carthage.edu
>
> On Mon, Aug 15, 2016 at 8:46 AM, Matt Zagrabelny <mzagrabe at d.umn.edu>
> wrote:
>
>>
>>
>> On Sun, Aug 14, 2016 at 6:29 PM, Max McGrath <mmcgrath at carthage.edu>
>> wrote:
>>
>>> Just upgraded to 4.4 and am seeing the following in my rt.log:
>>>
>>> The Mason component /opt/rt4/share/html/Elements/Quicksearch is
>>> deprecated, and will be removed in RT 4.6.  You should use QueueList
>>> instead.
>>>
>>> What do I need to do in order to start using QueueList.  I still see the
>>> Quicksearch option in my RT at a Glance menu -- but I *do not* see the
>>> QueueList option on that menu.
>>>
>>
>> What do you mean by menu?
>>
>>
>>> Do need to be doing something else in order to use QueueList?
>>>
>>
>> Try editing your Homepage and see if you can:
>>
>> 1. Remove the Quicksearch
>>
>> 2. Add the QueueList
>>
>> -m
>>
>
>
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From mzagrabe at d.umn.edu  Wed Aug 17 15:13:35 2016
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Wed, 17 Aug 2016 14:13:35 -0500
Subject: [rt-users] RT 4.4 QueueList
In-Reply-To: <CAH7EN_qC9bhOfcU-At7AaCFE9bEVQBON3G0udXaBpqLtdS-RUQ@mail.gmail.com>
References: <CAH7EN_pk1LHNmkpgNBDL+zocfpJ0AD4wVgC-gcv8FO=Wb8_J0g@mail.gmail.com>
 <CAOLfK3VYGPAmJqNUgnzHH1uHWMYV7KK0Mdx8GVjSn44dufZPtw@mail.gmail.com>
 <CAH7EN_r4KQe0QQJT8ijdgTB8Pijbf8NizSqauMUaD7iJCc93bQ@mail.gmail.com>
 <CAH7EN_qC9bhOfcU-At7AaCFE9bEVQBON3G0udXaBpqLtdS-RUQ@mail.gmail.com>
Message-ID: <CAOLfK3VMD_=_RiBksU8CtUs3gkgtMkBxTvtEHZJwG=pGuwx_Aw@mail.gmail.com>

On Wed, Aug 17, 2016 at 1:33 PM, Max McGrath <mmcgrath at carthage.edu> wrote:

> Figured this one out as well.  I had to go into RT_SiteConfig.pm and
> update the values in my $HomepageComponents.
>

Nice.

Looking forward to getting to 4.4 ourselves...

-m
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From nick.adams815 at gmail.com  Thu Aug 18 12:44:35 2016
From: nick.adams815 at gmail.com (Nicholas Adams)
Date: Thu, 18 Aug 2016 12:44:35 -0400
Subject: [rt-users] Change ticket queue without SeeQueue
Message-ID: <5A746234-DF94-4999-B95E-CCF0116973BF@gmail.com>

Hello, 

Working on some permissions I am attempting to allow a user to move a ticket from their queue to another queue. 

They have full general rights on queue A and I would like as few rights as possible on queue B.  To make this possible I had to enable SeeQueue on queue B for the group the user is in. 

Is there a way to not allow the user to view the queue but still allow the user to move the New unowned ticket from queue A to queue B? 

Thanks,
Nick



From woody at wildthingsafaris.com  Fri Aug 19 07:57:10 2016
From: woody at wildthingsafaris.com (Woody - Wild Thing Safaris)
Date: Fri, 19 Aug 2016 14:57:10 +0300
Subject: [rt-users] ModifyCustomField without SeeCustomField
In-Reply-To: <CAOLfK3VNLUfjiNg-bQ15OKLa=5ceGNZfd-aBXGGq5RxN1_UoMw@mail.gmail.com>
References: <77462a39-86c0-d410-fcdf-04c9c6609ac9@wildthingsafaris.com>
 <CAOLfK3VNLUfjiNg-bQ15OKLa=5ceGNZfd-aBXGGq5RxN1_UoMw@mail.gmail.com>
Message-ID: <5940683f-daca-1ba7-87ff-dad672cc71fa@wildthingsafaris.com>

Hi all,

I did not succeed in working out how to get around it by using 
callbacks, but instead added some code to remove the values if the user 
is a member of some group.

I did this hack, which might be useful to someone someday

note i only edited the Freeform custom field file as that's all i needed 
and i preserved the oldvalue in the oldvalue= argument

in local/html/Elements/ShowCustomField line 53

% while ( my $CustomField = $CustomFields->Next ) {
% my $Values = $Object->CustomFieldValues( $CustomField->Id );
% my $count = $Values->Count;
% next if $HideEmpty and not $count;

%# skip if member of group "NoSeeCF"
% my $group = new RT::Group($RT::SystemUser);
% $group->LoadUserDefinedGroup("NoSeeCF");
% next if ($group->HasMember($session{'CurrentUser'}->PrincipalObj) );

   <tr id="CF-<%$CustomField->id%>-ShowRow">
     <td class="label"><% $CustomField->Name %>:</td>
     <td class="value<% $count ? '' : ' no-value' %>">

in local/html/Elements/EditCustomFieldFreeForm line 52

% if ( defined $Cols ) {
size="<% $Cols %>" \
% }

%# remove value if member of NoSeeCF
% my $group = new RT::Group($RT::SystemUser);
% $group->LoadUserDefinedGroup("NoSeeCF");
% if ($group->HasMember($session{'CurrentUser'}->PrincipalObj) ) {
class="CF-<%$CustomField->id%>-Edit" oldvalue="<% defined($Default) ? 
$Default : ''%>"  value="" />
% } else {
class="CF-<%$CustomField->id%>-Edit" value="<% defined($Default) ? 
$Default : ''%>" />
% }

Thanks Matt

w.


On 14/08/16 21:25, Matt Zagrabelny wrote:
> On Sun, Aug 14, 2016 at 1:07 AM, Woody - Wild Thing Safaris
> <woody at wildthingsafaris.com> wrote:
>> Hi all,
>>
>> Is it possible to allow a user to edit a custom field, without being able to
>> see it's value? My testing looks like ModifyCustomField is not enough for
>> the field to show up in the update page, and SeeCustomField my also be
>> checked?
> You can always hack around that "limitation" with the callbacks.
>
> /Elements/EditCustomFields/{After,Before}CustomFields
>
> -m
>
>

-- 

-----------------------

Richard Wood (Woody)
Managing Director
Wild Thing Safaris Ltd.

UK: 2B Habbo St, Greenwich, London
Dar es Salaam: 5 Ethan St, Mbezi beach
Arusha: 3 Ebeneezer Rd, Njiro
PO BOX 34514 DSM
Office: +255 (0) 222 617 166
Office Mobile: +255 (0) 773 503 502
Direct: +255 742 373 327
Skype: woody1tz
http://wildthingsafaris.com



From woody at wildthingsafaris.com  Fri Aug 19 08:26:12 2016
From: woody at wildthingsafaris.com (Woody - Wild Thing Safaris)
Date: Fri, 19 Aug 2016 15:26:12 +0300
Subject: [rt-users] manipulate correspond content in history
Message-ID: <bd8c0085-ce74-30de-0113-28dc376ed48e@wildthingsafaris.com>

HI all,

My correspond scrip adds a table of CF values to the correspond email 
from the template, and sends to the client. I would like those same 
changes appended to the transaction content that appears in the history, 
so it matches what was sent to the client and we know easily what was sent.

to test i have made a scrip, on correspond, custom action, template blank

action is

my $content = $self->TransactionObj->ContentObj->Content;
$content .= "SOME OTHER STUFF";
$self->TransactionObj->ContentObj->SetContent($content);

no errors, but the content is not changed

thanks

Woody.

-- 

-----------------------

Richard Wood (Woody)
Managing Director
Wild Thing Safaris Ltd.

UK: 2B Habbo St, Greenwich, London
Dar es Salaam: 5 Ethan St, Mbezi beach
Arusha: 3 Ebeneezer Rd, Njiro
PO BOX 34514 DSM
Office: +255 (0) 222 617 166
Office Mobile: +255 (0) 773 503 502
Direct: +255 742 373 327
Skype: woody1tz
http://wildthingsafaris.com



From mzagrabe at d.umn.edu  Fri Aug 19 08:49:49 2016
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Fri, 19 Aug 2016 07:49:49 -0500
Subject: [rt-users] manipulate correspond content in history
In-Reply-To: <bd8c0085-ce74-30de-0113-28dc376ed48e@wildthingsafaris.com>
References: <bd8c0085-ce74-30de-0113-28dc376ed48e@wildthingsafaris.com>
Message-ID: <CAOLfK3VREKdifk3_AnGTQq7VLUf1MjNBy7Xy5V=exH7Us1ymPQ@mail.gmail.com>

Hi Woody,

On Fri, Aug 19, 2016 at 7:26 AM, Woody - Wild Thing Safaris
<woody at wildthingsafaris.com> wrote:
> HI all,
>
> My correspond scrip adds a table of CF values to the correspond email from
> the template, and sends to the client. I would like those same changes
> appended to the transaction content that appears in the history, so it
> matches what was sent to the client and we know easily what was sent.
>
> to test i have made a scrip, on correspond, custom action, template blank
>
> action is
>
> my $content = $self->TransactionObj->ContentObj->Content;
> $content .= "SOME OTHER STUFF";
> $self->TransactionObj->ContentObj->SetContent($content);
>
> no errors, but the content is not changed

The Txn already happened and its content is immutable - sort of. That
is, transactions (txns) are the atomic unit of data in RT. Those are
the things that make sure the paper trail exists for all the other
objects (users, tickets, queues, etc.)

That said, there is enough rope to do what you want. I don't know
exactly the procedure because I haven't implemented your use-case.

You'll want to expose the Transaction's parent's _Set method. In a
local module that gets loaded have some code like:

# {{{
# paper-trail auditor backdoor :)
# Needed to change the txn's content
package RT::Transaction;

use strict;
no warnings qw(redefine);

sub _Set {
    my $self = shift;
    $self->SUPER::_Set(@_);
}
# }}}

There may be more steps beyond this, but I think you'll need this at a minimum.

-m


From talena at bestpractical.com  Thu Aug 18 11:32:13 2016
From: talena at bestpractical.com (Talena Gandy)
Date: Thu, 18 Aug 2016 11:32:13 -0400
Subject: [rt-users] [rt-announce] Training update: Moving LA and announcing
	Boston!
Message-ID: <F8C4DD5A-BE03-49CE-B9C5-15E80D120B88@bestpractical.com>

Due to multiple requests, we are moving the LA training to Q1 2017. While there was heavy interest many folks said they couldn't swing our original dates. Stay tuned for new dates soon!

Also, we're thrilled to announce RT/RTIR training in Boston, October 24-26! Please join us in our hometown for unparalleled instruction in getting the most out of Request Tracker and RTIR. A reminder that in addition to our already extensive 2 day training, this session will include the optional third workshop day! Come with your questions and let the people who make RT help you get the most out of yours!

You can register for the Boston training at bestpractical.com/training#NextTraining! Please let us know if you have questions. We also offer discounts to academic institutions and support customers.

Thanks for supporting RT!
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_______________________________________________
rt-announce mailing list
rt-announce at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce

From claes at gastabud.com  Fri Aug 19 10:35:07 2016
From: claes at gastabud.com (Claes Merin)
Date: Fri, 19 Aug 2016 16:35:07 +0200
Subject: [rt-users] Help! I enabled Full Text search and now Simple
 search won't look at Subjects !!
In-Reply-To: <20151009060920.GF44649@chmrr.net>
References: <821ADA62-B4BA-42EE-A075-66C6DB9925FC@gmail.com>
 <20151007212302.GA21291@aart.rice.edu> <20151009060920.GF44649@chmrr.net>
Message-ID: <a997bbe8-b347-8f46-7dd6-1883dc664c02@gastabud.com>

We are using sphinx (since last night) for FTS searches.

Setup is as described in this excellent guide:

http://blog.christosoft.de/2016/07/rt4-request-tracker4-fulltext-search-sphinx-debian-jessie/

We also ran in to the problem described here, and I was thinking if one
could resolve it by including the subject in the sphinx database...

Modifying the query in the guide to simply include the t.Subject like
this...

## /etc/sphinxsearch/sphinx.conf
sql_query = \
  SELECT a.id id, t.Subject, a.content FROM Attachments a \
  JOIN Transactions txn ON a.TransactionId = txn.id AND txn.ObjectType =
'RT::Ticket' \
  JOIN Tickets t ON txn.ObjectId = t.id \
  WHERE a.ContentType LIKE '%text%' AND t.Status != 'deleted'
##

The problem with this is, if there is a ticket that does not have an
attachment, it will not get indexed and is not searchable through FTS...

Maybe this solution could help someone, but also I'm interested if it
would be possible to use an "TicketsIndex" table or somehow extend the
"AttachmentsIndex" to include ticketId to index "tickets" rather than
"attachments"..?


Claes Merin
G?stabudstaden AB

On 2015-10-09 08:09, Alex Vandiver wrote:
> On Wed, Oct 07, 2015 at 04:23:02PM -0500, ktm at rice.edu wrote:
>> It looks like you should be able to change the following function in
>> lib/RT/Search/Simple.pm: [snip]
> 
> RT 4.2.10 made the change to only search the Content field, and not
> also the Subject field, intentionally; see the commit the did so [1]
> for the full rationale.
> 
> In short, it is impossible to have a performant full-text search if
> you search both Subject and Content.  In most RT installs, the
> auto-reply from the ticket creation includes the subject of the
> ticket, which means it is indexed along with the ticket, so removing
> the Subject clause still results in finding the appropriate ticket.
> 
> You're welcome to revert the change locally -- though I would suggest
> doing so via an overlay and not by editing the file directly, or your
> change will be lost when you next upgrade.  If you do make the change,
> I expect you'll find the simple search to be noticeably (and perhaps
> unusably) slower.
>  - Alex
> 
> 
> 
> [1] https://github.com/bestpractical/rt/commit/8450f0a9f233d6a761ac22dbdf14926abc54d7fa
> 
> 


From smb at twsupport.com  Fri Aug 19 15:13:10 2016
From: smb at twsupport.com (Scott Boland)
Date: Fri, 19 Aug 2016 12:13:10 -0700
Subject: [rt-users] Wrong type and other settings with rt-setup-databases
In-Reply-To: <CABByfmaE7gopGRRPf_6vo5hP308X=sJmQR0-h=0UG_PQvMZYqw@mail.gmail.com>
References: <CABByfmaE7gopGRRPf_6vo5hP308X=sJmQR0-h=0UG_PQvMZYqw@mail.gmail.com>
Message-ID: <CABByfmYV-C5E_He02rUaFzs5K+hGzZTYPGBUBU06TqS00+C-mw@mail.gmail.com>

I wasn't able to figure out the problem.  We were trying to install the
Request Tracker that was current in the Ubuntu repository.  After trying a
clean reinstall a few times I decided to get it direct from Best
Practical's site.  The version in the repository may have been RT 4.2 so
another motivation to go direct.

The install worked.  I tested the site, which worked.  Then I moved in the
old database and I was able to do the upgrade.  We are now on the new
server, running RT  4.4, and have our old tickets, etc.

I wanted to post an update in case any others find this useful.

Scott B

On Fri, Aug 12, 2016 at 11:42 AM, Scott Boland <smb at twsupport.com> wrote:

> We are in the process of moving to a new server and we will upgrade RT and
> other things.  The new system will be RT 4.4.0 (Ubuntu 16.04 with MySQL
> 5.7).  The old system runs RT 4.0.4 (Ubuntu 12.04 with MySQL 5.5).  I am
> stuck and haven't been able to find a solution elsewhere.  Thanks in
> advance for any help and hopefully I didn't just miss something in the the
> documentation.
>
> When I try to do
>
> rt-setup-databases --action upgrade
>
> the process appears to show settings for the wrong database type and some
> other things.  For example it will show Pg or sqllite even though we use
> mysql and my SiteConfig has it set up that way.  I am not sure what I am
> missing or how else to verify it but the settings seem to be right, just
> not used.
>
> Always the type is wrong but often the database name or user is wrong too.
>
> I see the same type of issue if I try to use the action to drop the
> database.
>
> Thanks again for any help.  Please let me know if you need other
> information to answer this.
>
> Scott B
>
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From barton at bywatersolutions.com  Fri Aug 19 21:16:36 2016
From: barton at bywatersolutions.com (Barton Chittenden)
Date: Fri, 19 Aug 2016 21:16:36 -0400
Subject: [rt-users] Anyone have a current vagrant installation of RT?
Message-ID: <CAMSJbVuiyq_NAcrM5E9ugY2=ZZpW-Tg3AQJi1TN6X-1AsA=x5Q@mail.gmail.com>

I've been poking around the net and found
https://github.com/cwebberOps/rt-vagrant, it's six years old, and points to
base boxes that are no longer hosted.

Is there a recent install?

--Barton
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From alex at chmrr.net  Sat Aug 20 00:29:48 2016
From: alex at chmrr.net (Alex Vandiver)
Date: Fri, 19 Aug 2016 21:29:48 -0700
Subject: [rt-users] manipulate correspond content in history
In-Reply-To: <bd8c0085-ce74-30de-0113-28dc376ed48e@wildthingsafaris.com>
References: <bd8c0085-ce74-30de-0113-28dc376ed48e@wildthingsafaris.com>
Message-ID: <20160819212948.560c2bea@thraddash.chmrr.net>

On Fri, 19 Aug 2016 15:26:12 +0300
Woody - Wild Thing Safaris <woody at wildthingsafaris.com> wrote:
> My correspond scrip adds a table of CF values to the correspond email 
> from the template, and sends to the client. I would like those same 
> changes appended to the transaction content that appears in the history, 
> so it matches what was sent to the client and we know easily what was sent.

This is what the "Show" link next to the "Outgoing email recorded"
button is for.

> $self->TransactionObj->ContentObj->SetContent($content);
>
> no errors, but the content is not changed

All ->Set... methods return a tuple of ($success, $msg).  You'll find
that $success is false, and $msg is telling you that the field is
read-only.

RT views attachments as effectively immutable.  Changing this invariant
is complex, and not generally recommended.
 - Alex


From alex at chmrr.net  Sat Aug 20 00:34:17 2016
From: alex at chmrr.net (Alex Vandiver)
Date: Fri, 19 Aug 2016 21:34:17 -0700
Subject: [rt-users] Help! I enabled Full Text search and now Simple
 search won't look at Subjects !!
In-Reply-To: <a997bbe8-b347-8f46-7dd6-1883dc664c02@gastabud.com>
References: <821ADA62-B4BA-42EE-A075-66C6DB9925FC@gmail.com>
 <20151007212302.GA21291@aart.rice.edu>
 <20151009060920.GF44649@chmrr.net>
 <a997bbe8-b347-8f46-7dd6-1883dc664c02@gastabud.com>
Message-ID: <20160819213417.66fa9ffb@thraddash.chmrr.net>

On Fri, 19 Aug 2016 16:35:07 +0200
Claes Merin <claes at gastabud.com> wrote:
> We are using sphinx (since last night) for FTS searches.
> 
> Setup is as described in this excellent guide:
> 
> http://blog.christosoft.de/2016/07/rt4-request-tracker4-fulltext-search-sphinx-debian-jessie/

Is there a reason you're not using MySQL's built-in search, available
since 4.2.10?  It's more performant, and has none of the caveats:
https://docs.bestpractical.com/rt/4.2/full_text_indexing.html#Caveats1

Especially since it allows for incremental indexing of new attachment
rows, I know of no reason to prefer Sphinx.

> We also ran in to the problem described here, and I was thinking if one
> could resolve it by including the subject in the sphinx database...

I expect that should work fine.

> Modifying the query in the guide to simply include the t.Subject like
> this...
> 
> ## /etc/sphinxsearch/sphinx.conf
> sql_query = \
>   SELECT a.id id, t.Subject, a.content FROM Attachments a \
>   JOIN Transactions txn ON a.TransactionId = txn.id AND txn.ObjectType =
> 'RT::Ticket' \
>   JOIN Tickets t ON txn.ObjectId = t.id \
>   WHERE a.ContentType LIKE '%text%' AND t.Status != 'deleted'
> ##
> 
> The problem with this is, if there is a ticket that does not have an
> attachment, it will not get indexed and is not searchable through FTS...

The "attachments" table is used to index all content in RT.  This
includes textual content, such as the bodies of messages.  As such, it
is impossible for a ticket to not have at least one Attachment record.

 - Alex


From woody at wildthingsafaris.com  Sat Aug 20 11:59:45 2016
From: woody at wildthingsafaris.com (Woody - Wild Thing Safaris)
Date: Sat, 20 Aug 2016 18:59:45 +0300
Subject: [rt-users] manipulate correspond content in history
In-Reply-To: <CAOLfK3VREKdifk3_AnGTQq7VLUf1MjNBy7Xy5V=exH7Us1ymPQ@mail.gmail.com>
References: <bd8c0085-ce74-30de-0113-28dc376ed48e@wildthingsafaris.com>
 <CAOLfK3VREKdifk3_AnGTQq7VLUf1MjNBy7Xy5V=exH7Us1ymPQ@mail.gmail.com>
Message-ID: <3d7511ad-58ae-5433-e40b-c85574b205ef@wildthingsafaris.com>

Hi Matt,

thanks. Totally out of my depth. At least I know to give up on that one!

w.


On 19/08/16 15:49, Matt Zagrabelny wrote:
> Hi Woody,
>
> On Fri, Aug 19, 2016 at 7:26 AM, Woody - Wild Thing Safaris
> <woody at wildthingsafaris.com> wrote:
>> HI all,
>>
>> My correspond scrip adds a table of CF values to the correspond email from
>> the template, and sends to the client. I would like those same changes
>> appended to the transaction content that appears in the history, so it
>> matches what was sent to the client and we know easily what was sent.
>>
>> to test i have made a scrip, on correspond, custom action, template blank
>>
>> action is
>>
>> my $content = $self->TransactionObj->ContentObj->Content;
>> $content .= "SOME OTHER STUFF";
>> $self->TransactionObj->ContentObj->SetContent($content);
>>
>> no errors, but the content is not changed
> The Txn already happened and its content is immutable - sort of. That
> is, transactions (txns) are the atomic unit of data in RT. Those are
> the things that make sure the paper trail exists for all the other
> objects (users, tickets, queues, etc.)
>
> That said, there is enough rope to do what you want. I don't know
> exactly the procedure because I haven't implemented your use-case.
>
> You'll want to expose the Transaction's parent's _Set method. In a
> local module that gets loaded have some code like:
>
> # {{{
> # paper-trail auditor backdoor :)
> # Needed to change the txn's content
> package RT::Transaction;
>
> use strict;
> no warnings qw(redefine);
>
> sub _Set {
>      my $self = shift;
>      $self->SUPER::_Set(@_);
> }
> # }}}
>
> There may be more steps beyond this, but I think you'll need this at a minimum.
>
> -m
>
>

-- 

-----------------------

Richard Wood (Woody)
Managing Director
Wild Thing Safaris Ltd.

UK: 2B Habbo St, Greenwich, London
Dar es Salaam: 5 Ethan St, Mbezi beach
Arusha: 3 Ebeneezer Rd, Njiro
PO BOX 34514 DSM
Office: +255 (0) 222 617 166
Office Mobile: +255 (0) 773 503 502
Direct: +255 742 373 327
Skype: woody1tz
http://wildthingsafaris.com



From aixenv at gmail.com  Mon Aug 22 06:44:30 2016
From: aixenv at gmail.com (aixenv)
Date: Mon, 22 Aug 2016 06:44:30 -0400
Subject: [rt-users] Can you limit ticket access via CF
Message-ID: <CAFcnqFhcCyR0xgKBy0L7uCoAKSbUu5QWsGSa_rOdR4ZZgeD0-w@mail.gmail.com>

Hello,

We have a situation where we would like to limit ticket access within a
specific queue based on CF, is that possible?

for example, let's say the queue name is Technical-Client-Support and when
someone from a particular email submits a ticket it associates a CF with
their company name let's say "ABC Company".

Can I limit "ABC Company" to only be able to view all tickets associated
within the "Technical-Client-Support" queue based on the CF that assigns
their company value? for all users within the company that populate the
custom CF with their particular company or for specific users. Say Fred
Jones from ABC Company as an example

The goal here is to allow ABC Company to view all associated tickets to
their company.

I'm currently running 4.2.10. I can upgrade if necessary to accomplish this
goal.

Thanks in advance
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From elacour at easter-eggs.com  Mon Aug 22 08:55:08 2016
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Mon, 22 Aug 2016 14:55:08 +0200
Subject: [rt-users] Can you limit ticket access via CF
In-Reply-To: <CAFcnqFhcCyR0xgKBy0L7uCoAKSbUu5QWsGSa_rOdR4ZZgeD0-w@mail.gmail.com>
References: <CAFcnqFhcCyR0xgKBy0L7uCoAKSbUu5QWsGSa_rOdR4ZZgeD0-w@mail.gmail.com>
Message-ID: <a4850a1c-2710-3a69-e49e-2c24ff6e2f5f@easter-eggs.com>

Le 22/08/2016 ? 12:44, aixenv a ?crit :
> Hello,
> 
> We have a situation where we would like to limit ticket access within a
> specific queue based on CF, is that possible?
> 
> for example, let's say the queue name is Technical-Client-Support and
> when someone from a particular email submits a ticket it associates a CF
> with their company name let's say "ABC Company".
> 
> Can I limit "ABC Company" to only be able to view all tickets associated
> within the "Technical-Client-Support" queue based on the CF that assigns
> their company value? for all users within the company that populate the
> custom CF with their particular company or for specific users. Say Fred
> Jones from ABC Company as an example
> 
> The goal here is to allow ABC Company to view all associated tickets to
> their company.
> 
> 

we did this years ago (using RT 4.0) but with a dirty patch ...

the best will be to upgrade to 4.4 and use custom role instead of CF to
record the ticket customer:

- create groups or users for each of your customers (here we sync our
customers companies as groups and contacts as members from our LDAP)
- create a "custom role" named "Company"
- grant Showticket, ... to this role in your queue rights
- create if possible a scrip that automatically add the corresponding
group/user as company role to the ticket, on ticket creation, based on
the requestor

this is the way we use RT now for customers support, it's very flexible
and can be tied to your SI such as an LDAP database of customers to sync
them and automatically set the right customer on the ticket.


From steve at sbsroc.com  Mon Aug 22 22:09:02 2016
From: steve at sbsroc.com (Stephen Switzer)
Date: Mon, 22 Aug 2016 22:09:02 -0400
Subject: [rt-users] Can you limit ticket access via CF
In-Reply-To: <a4850a1c-2710-3a69-e49e-2c24ff6e2f5f@easter-eggs.com>
References: <CAFcnqFhcCyR0xgKBy0L7uCoAKSbUu5QWsGSa_rOdR4ZZgeD0-w@mail.gmail.com>
 <a4850a1c-2710-3a69-e49e-2c24ff6e2f5f@easter-eggs.com>
Message-ID: <933a9b06-4780-aad7-c88c-52b0718750ef@sbsroc.com>

Emmanuel,

    This is awesome, thanks for the input! I didn't think to do that. 
Does this work with the self-service interface, too?

Also, on set-up... I did these steps, creating a group called 
'Cust-AbcCompany' and adding users, but when I went to assign a group to 
the 'Company" role on a ticket:

"
     Could not find or create user 'Cust-AbcCompany'
"

What do I associate there? It's be a pain to add users to each ticket 
when the customer hires someone new, for example.

Thanks!

Steve


On 08/22/2016 08:55 AM, Emmanuel Lacour wrote:
> Le 22/08/2016 ? 12:44, aixenv a ?crit :
>> Hello,
>>
>> We have a situation where we would like to limit ticket access within a
>> specific queue based on CF, is that possible?
>>
>> for example, let's say the queue name is Technical-Client-Support and
>> when someone from a particular email submits a ticket it associates a CF
>> with their company name let's say "ABC Company".
>>
>> Can I limit "ABC Company" to only be able to view all tickets associated
>> within the "Technical-Client-Support" queue based on the CF that assigns
>> their company value? for all users within the company that populate the
>> custom CF with their particular company or for specific users. Say Fred
>> Jones from ABC Company as an example
>>
>> The goal here is to allow ABC Company to view all associated tickets to
>> their company.
>>
>>
> we did this years ago (using RT 4.0) but with a dirty patch ...
>
> the best will be to upgrade to 4.4 and use custom role instead of CF to
> record the ticket customer:
>
> - create groups or users for each of your customers (here we sync our
> customers companies as groups and contacts as members from our LDAP)
> - create a "custom role" named "Company"
> - grant Showticket, ... to this role in your queue rights
> - create if possible a scrip that automatically add the corresponding
> group/user as company role to the ticket, on ticket creation, based on
> the requestor
>
> this is the way we use RT now for customers support, it's very flexible
> and can be tied to your SI such as an LDAP database of customers to sync
> them and automatically set the right customer on the ticket.
> ---------
> RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training
> * Boston - October 24-26
> * Los Angeles - Q1 2017


From elacour at easter-eggs.com  Tue Aug 23 04:25:14 2016
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Tue, 23 Aug 2016 10:25:14 +0200
Subject: [rt-users] Can you limit ticket access via CF
In-Reply-To: <933a9b06-4780-aad7-c88c-52b0718750ef@sbsroc.com>
References: <CAFcnqFhcCyR0xgKBy0L7uCoAKSbUu5QWsGSa_rOdR4ZZgeD0-w@mail.gmail.com>
 <a4850a1c-2710-3a69-e49e-2c24ff6e2f5f@easter-eggs.com>
 <933a9b06-4780-aad7-c88c-52b0718750ef@sbsroc.com>
Message-ID: <67b8a21c-fa9a-1ed3-b990-f97f7611b01a@easter-eggs.com>

Le 23/08/2016 ? 04:09, Stephen Switzer a ?crit :
> Emmanuel,
> 
>    This is awesome, thanks for the input! I didn't think to do that.
> Does this work with the self-service interface, too?
> 

of course, because it uses core RT features/ACLs

> Also, on set-up... I did these steps, creating a group called
> 'Cust-AbcCompany' and adding users, but when I went to assign a group to
> the 'Company" role on a ticket:
> 
> "
>     Could not find or create user 'Cust-AbcCompany'
> "


see ... https://issues.bestpractical.com/Ticket/Display.html?id=32208

I still did not had time to develop this :(

The workaround is to create a multi users/groups custom role instead of
a single.

If you're able to patch a bit RT, you can easily hide this role from
Ticket/People and add a widget to choose the group from the Basic of a
ticket.

I have such a patch, but very tied to our usage and I do not recommand
to use it if you are not going to maintain it yourself for your org.


From claes at gastabud.com  Tue Aug 23 07:21:20 2016
From: claes at gastabud.com (Claes Merin)
Date: Tue, 23 Aug 2016 13:21:20 +0200
Subject: [rt-users] Help! I enabled Full Text search and now Simple
 search won't look at Subjects !!
In-Reply-To: <20160819213417.66fa9ffb@thraddash.chmrr.net>
References: <821ADA62-B4BA-42EE-A075-66C6DB9925FC@gmail.com>
 <20151007212302.GA21291@aart.rice.edu> <20151009060920.GF44649@chmrr.net>
 <a997bbe8-b347-8f46-7dd6-1883dc664c02@gastabud.com>
 <20160819213417.66fa9ffb@thraddash.chmrr.net>
Message-ID: <badf5a16-aeab-fda6-a2f8-192d42325c95@gastabud.com>

I beg to differ about the attachments table, in our setup we rely on
customfields and there parameters. We have quite a few tickets that does
not have any attachments.
  If you do not write anything in the message body when you create a
ticket (through web-ui or REST), there will be no attachment connected
to that ticket.

Also i did a comparison between mysql/mariadb FULLTEXT index and sphinx,
and it seems that sphinxsearch is able to extract more info than the
mysql FTS. I guess it's about the data processing that sphinx does with
encoding and other things.

Our goal is to include CF's in the fulltext index as well. As far as I
can see right now, there are two ways to do this.

a) Modify the RT simplesearch use an "TicketsIndex" instead of the
"AttachmentsIndex".

Use sphinx to create the TicketsIndex table and modify the collector
query to include both attachment, ticket.subject and customfields in the
the database. (Simple join statements)

b) Create "null" attachments and attach these to tickets that does not
have any current attachments, just to create and relation between ticket
and attachment. The advantage with this is that we do not have to modify
any of the RT code, but of course it adds some rows to the database.


Claes Merin

On 2016-08-20 06:34, Alex Vandiver wrote:
> On Fri, 19 Aug 2016 16:35:07 +0200
> Claes Merin <claes at gastabud.com> wrote:
>> We are using sphinx (since last night) for FTS searches.
>>
>> Setup is as described in this excellent guide:
>>
>> http://blog.christosoft.de/2016/07/rt4-request-tracker4-fulltext-search-sphinx-debian-jessie/
> 
> Is there a reason you're not using MySQL's built-in search, available
> since 4.2.10?  It's more performant, and has none of the caveats:
> https://docs.bestpractical.com/rt/4.2/full_text_indexing.html#Caveats1
> 
> Especially since it allows for incremental indexing of new attachment
> rows, I know of no reason to prefer Sphinx.
> 
>> We also ran in to the problem described here, and I was thinking if one
>> could resolve it by including the subject in the sphinx database...
> 
> I expect that should work fine.
> 
>> Modifying the query in the guide to simply include the t.Subject like
>> this...
>>
>> ## /etc/sphinxsearch/sphinx.conf
>> sql_query = \
>>   SELECT a.id id, t.Subject, a.content FROM Attachments a \
>>   JOIN Transactions txn ON a.TransactionId = txn.id AND txn.ObjectType =
>> 'RT::Ticket' \
>>   JOIN Tickets t ON txn.ObjectId = t.id \
>>   WHERE a.ContentType LIKE '%text%' AND t.Status != 'deleted'
>> ##
>>
>> The problem with this is, if there is a ticket that does not have an
>> attachment, it will not get indexed and is not searchable through FTS...
> 
> The "attachments" table is used to index all content in RT.  This
> includes textual content, such as the bodies of messages.  As such, it
> is impossible for a ticket to not have at least one Attachment record.
> 
>  - Alex
> 


From thomas.oddsund at usit.uio.no  Tue Aug 23 09:20:08 2016
From: thomas.oddsund at usit.uio.no (Thomas Oddsund)
Date: Tue, 23 Aug 2016 13:20:08 +0000
Subject: [rt-users] Change ticket queue without SeeQueue
In-Reply-To: <5A746234-DF94-4999-B95E-CCF0116973BF@gmail.com>
References: <5A746234-DF94-4999-B95E-CCF0116973BF@gmail.com>
Message-ID: <1471958408041.71715@usit.uio.no>

Hello,

In our RT-instance the group "Everyone" has the following three rights on almost all queues: CreateTicket, ReplyToTicket, SeeQueue.

Some experimenting points to the following:
CreateTicket is the only one needed to move a ticket from queue A to queue B. The only problem being that queue B won't show up in the list of queues, and for the user it will appear as though they moved a ticket from queue A to blank.
SeeQueue only grants access to see that there is indeed a queue called B.

So, if users in queue A knows the name of queue B, and can write it correctly in the queue-field in a ticket, you only need to grant everyone "CreateTicket". If they need to see the name of queue B as well, grant everyone "SeeQueue" as well. The right "ShowTicket" seems to be where the magic is, in terms of users being able to view a specific ticket or any ticket in a queue.

Best regards,
Thomas Oddsund
SDS/USIT
University of Oslo

________________________________________
Fra: rt-users <rt-users-bounces at lists.bestpractical.com> p? vegne av Nicholas Adams <nick.adams815 at gmail.com>
Sendt: 18. august 2016 18:44
Til: pathiaki2 via rt-users
Emne: [rt-users] Change ticket queue without SeeQueue

Hello,

Working on some permissions I am attempting to allow a user to move a ticket from their queue to another queue.

They have full general rights on queue A and I would like as few rights as possible on queue B.  To make this possible I had to enable SeeQueue on queue B for the group the user is in.

Is there a way to not allow the user to view the queue but still allow the user to move the New unowned ticket from queue A to queue B?

Thanks,
Nick

---------
RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training
* Los Angeles - September 12-14, 2016


From tomc at osits.com  Tue Aug 23 11:47:26 2016
From: tomc at osits.com (Tom Corcoran)
Date: Tue, 23 Aug 2016 16:47:26 +0100
Subject: [rt-users] rt-shredder & bash script
Message-ID: <2ff6a717-c8f0-2294-3d1c-294f9fc79937@osits.com>

Hi

Noob question here.
Trying to use rt-shredder from a bash script using a bash date variable 
to wipeout tickets but shredder seems to ignore my date parameter which 
I assume is because its badly formatted.

Have gotten this to work using a fixed date/time -

/#!/bin/sh//
//filename=`date +%Y%m%dT%H%M%S-0001.sql`//
///opt/rt4/sbin/rt-shredder --sqldump 
/opt/stf/backups/rt-shredder/$filename --force --plugin Ti//
//ckets=query,"(Queue = 'Supplier invoices') AND status = 'resolved' AND//
// resolved > '2016-08-01 00:00:00.00' ;limit,2000"/

but I would like it to work like this -

/#!/bin/sh//
//filename=`date +%Y%m%dT%H%M%S-0001.sql`//
//cutoff=`date +%Y-%m-%d --date='2 years ago'`//
//cutoff="'$cutoff 00:00:00'"//
//echo $cutoff//
///opt/rt4/sbin/rt-shredder --sqldump 
/opt/stf/backups/rt-shredder/$filename --force --plugin Ti//
//ckets=query,"(Queue = 'MCL - Supplier invoices') AND status = 
'resolved' AND  resolved > $cuto//
//ff ;limit,2000"/

Is this possible from a bash script, any help greatly appreciated.

Kind Rgards
TomC

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From mzagrabe at d.umn.edu  Tue Aug 23 12:28:13 2016
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Tue, 23 Aug 2016 11:28:13 -0500
Subject: [rt-users] rt-shredder & bash script
In-Reply-To: <2ff6a717-c8f0-2294-3d1c-294f9fc79937@osits.com>
References: <2ff6a717-c8f0-2294-3d1c-294f9fc79937@osits.com>
Message-ID: <CAOLfK3XEPFWeFeyUZF0Ft+wXrP2Z7NkE_56ddubVhY15HASBEQ@mail.gmail.com>

On Tue, Aug 23, 2016 at 10:47 AM, Tom Corcoran <tomc at osits.com> wrote:
> Hi
>
> Noob question here.
> Trying to use rt-shredder from a bash script using a bash date variable to
> wipeout tickets but shredder seems to ignore my date  parameter which I
> assume is because its badly formatted.
>
> Have gotten this to work using a fixed date/time -
>
> #!/bin/sh
> filename=`date +%Y%m%dT%H%M%S-0001.sql`
> /opt/rt4/sbin/rt-shredder --sqldump /opt/stf/backups/rt-shredder/$filename
> --force --plugin Ti
> ckets=query,"(Queue = 'Supplier invoices') AND status = 'resolved' AND
>  resolved > '2016-08-01 00:00:00.00' ;limit,2000"
>
> but I would like it to work like this -
>
> #!/bin/sh
> filename=`date +%Y%m%dT%H%M%S-0001.sql`
> cutoff=`date +%Y-%m-%d --date='2 years ago'`
> cutoff="'$cutoff 00:00:00'"
> echo $cutoff
> /opt/rt4/sbin/rt-shredder --sqldump /opt/stf/backups/rt-shredder/$filename
> --force --plugin Ti
> ckets=query,"(Queue = 'MCL - Supplier invoices') AND status = 'resolved' AND
> resolved > $cuto
> ff ;limit,2000"

I believe shredder will respect relative time constraints:

1 day ago

etc.

You could try passing a relative date to shredder (thus bypassing the
call to date) and seeing if that works.

-m


From hescobar at afslc.com  Tue Aug 23 16:59:19 2016
From: hescobar at afslc.com (Hugo Escobar)
Date: Tue, 23 Aug 2016 16:59:19 -0400
Subject: [rt-users] stop form submit on ticket reply
Message-ID: <CAA5FCo0tGke+7DwdcTZY80o=U6-d-2_x4USCByXSX4TSCG1afg@mail.gmail.com>

Hi,

I need to be able to stop submitting a "Public Reply" correspondence
based on a evaluation that returns a Boolean value.

This decision must be taken when the user clicks the "Update Ticket" button

Everything I have tried fails because the form is always submitted.

Any help will be highly appreciated

-- 
Regards,

Hugo Escobar

<http://www.associationfinancialservices.com/>

4770 Biscayne Blvd, Ste 700
Miami, FL 33137

main: 305.677.0022
support: 305.921.4620
email: hescobar at afslc.com

Follow us on Facebook and Linked-In
<http://www.facebook.com/pages/Miami-FL/ASSOCIATION-FINANCIAL/64952991864>
<http://www.linkedin.com/companies/1006276>

NOTICE: This email and any attachment to this email may contain
confidential information. If you are not the intended recipient, you must
not review, retransmit, convert to hard copy, photocopy, use or disseminate
this email or any attachments to it. If you have received this email in
error, please notify us immediately by return email and delete this
message. Please note that if this email contains a forwarded message or is
a reply to a prior message, some or all of the contents of this message or
any attachments may not have been produced by our firm. *As our firm may be
deemed a debt collector, if your payment is in default, we may be
attempting to collect a debt on behalf of the association, and any
information obtained may be used for that purpose.*
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From elacour at easter-eggs.com  Tue Aug 23 18:22:32 2016
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 24 Aug 2016 00:22:32 +0200
Subject: [rt-users] stop form submit on ticket reply
In-Reply-To: <CAA5FCo0tGke+7DwdcTZY80o=U6-d-2_x4USCByXSX4TSCG1afg@mail.gmail.com>
References: <CAA5FCo0tGke+7DwdcTZY80o=U6-d-2_x4USCByXSX4TSCG1afg@mail.gmail.com>
Message-ID: <6574dc8a-dd26-46a1-4d19-e4035b6a5f06@easter-eggs.com>

Le 23/08/2016 ? 22:59, Hugo Escobar a ?crit :
> Hi,
> 
> I need to be able to stop submitting a "Public Reply" correspondence
> based on a evaluation that returns a Boolean value.
> 
> This decision must be taken when the user clicks the "Update Ticket" button
> 
> Everything I have tried fails because the form is always submitted.
> 
> Any help will be highly appreciated
> 
> 

create a file named
..../rt/local/html/Callbacks/YourOrg/Ticket/Update.html/BeforeUpdate

with a content such as:

<%init>

if ( exists $ARGSRef->{SubmitTicket} ) {
      # Write here your evaluation, you can use submitted values in
%$ARGSRef and the ticket object $TicketObj
      if ( !$evaluation ) {
            push @$results, loc("Message that should be displayed to user");
            $$skip_update = 1;
      }
}
</%init>
<%args>
$TicketObj => undef
$skip_update => undef
$results => undef
$ARGSRef => undef
</%args>


don't forget to cleanup your mason cache and restart your webserver.


From ahall at autodist.com  Tue Aug 23 19:35:09 2016
From: ahall at autodist.com (Alex Hall)
Date: Tue, 23 Aug 2016 19:35:09 -0400
Subject: [rt-users] Questions about specific capabilities of RT
Message-ID: <C2E79F40-0C46-43E1-AA47-223589DB5F26@autodist.com>

Hello list,
I'm looking for a free ticket/issue tracker for where I work. My boss wants such a system for internal use (so public access/customer relations isn't a big concern). I've installed, set up, and even modified the code of OSTicket, but I keep running into little problems that I have to work around or tell my boss we can't do. I'll post our basic use case, then the problems/features we've hit/want, below. If anyone can chime in on whether RT can handle these, please do so. Keep in mind that code changes aren't going to be easy, as I don't really know Perl. Thanks in advance for any help.

Our main use case is internal. We're a company that ships auto parts to other sellers, so the bulk of issues will be "this package went to the wrong place" or "the item was damaged upon arrival". The basic workflow might look like this:

* A reseller gets a damaged package sent from us. He calls his customer rep, who works for us, and explains the problem.
* The rep opens a ticket with our shipping/claims people, detailing the situation.
* Claims files for a claim with, say, DHL, and updates the ticket. The rep sees this update and fires off an email to his customer.
* DHL accepts, and we re-ship the item. Claims notes this in the ticket, the rep tells the customer, and the rep closes the ticket.

Note that at no point did the customer see the ticket. My boss wants the structure to be set up so that tickets are for us, in the company, and *all* communication about issues with customers is between the customer and his/her assigned rep. He doesn't want customers on the tickets at all.

It is also important to note that our structure is a little odd. I do only IT stuff, but many people have multiple hats. My boss is management, IT, and customer service (at least, he likes to keep up on major issues). Another guy does IT and shipping. Another does graphics and some IT. Another does IT and customer service, with a little shipping mixed in.

I say all that so the below series of questions will make more sense:

* In OST, agents (that is, staff who can take care of tickets and make internal notes) must belong to one department only. We can use multiple teams, but those are harder to deal with than departments.. In RT, can staff belong to multiple departments, assuming RT has a similar setup?

* Can SLAs be set to ignore weekends and holidays? If a 72-hour SLA is assigned on Friday, that should mean three business days, not that it has to be done Monday.

* Can things be set so that staff are notified upon certain events firing? A very overdue ticket in any department might go to one guy in management automatically, for instance, so that he can keep tabs on all overdue items.

* Can we use custom IMAP folders? I had to modify OSTicket to do this, but we have just tickets at domain.com for our email address for the system. It's with Gmail, so I have tickets+graphics at domain.com set to go to Graphics. I did this by telling Graphics to check the 'graphics' folder in the tickets email account. Each department has the same setup, with a custom folder. We did this because each new email address costs money, and we saw no point in paying hundreds per year for a feature I could add to OST. RT will have to be able to do the same, though.

* In OST, replying to an email notification posts only an internal comment, not a full ticket reply. OST says they do this so two agents don't reply with conflicting information for the user. For our situation, though, we need email replies to post ticket replies, so everyone on the ticket gets email notifications. Essentially, part of what we want is to let users carry on email conversations surrounding a ticket, but for those responses to be posted to the ticket at the same time. This will keep activity archived, and will automatically create ad-hoc email groups for everyone who needs to be part of a given issue. Since we're not using this for customers, we don't care who sees what in * In OST, when an agent creates a ticket, it *must* be done on behalf of a user. Since most of our tickets are internal, this gets very annoying, and results in us posting tickets to ourselves most of the time. I'd much prefer it if tickets could be opened on behalf of agents or, better still, on behalf of no one at all. I just want a ticket to consist of the issue, the creator, and everyone who needs to deal with it, plus an SLA.

That's all I can think of for now. Sorry for the long message, and, again, thank you in advance for any ideas and responses anyone has.



From elacour at easter-eggs.com  Wed Aug 24 02:15:02 2016
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 24 Aug 2016 08:15:02 +0200
Subject: [rt-users] Questions about specific capabilities of RT
In-Reply-To: <C2E79F40-0C46-43E1-AA47-223589DB5F26@autodist.com>
References: <C2E79F40-0C46-43E1-AA47-223589DB5F26@autodist.com>
Message-ID: <08519a14-2854-3ad9-d3bc-8b7a6bd32244@easter-eggs.com>

Le 24/08/2016 ? 01:35, Alex Hall a ?crit :
> 
> 
> * In OST, agents (that is, staff who can take care of tickets and make internal notes) must belong to one department only. We can use multiple teams, but those are harder to deal with than departments.. In RT, can staff belong to multiple departments, assuming RT has a similar setup?
> 

users may be in multiple groups (teams). And may have rights and roles
(works) on multiple queues (team+workflow). So yes.

> * Can SLAs be set to ignore weekends and holidays? If a 72-hour SLA is assigned on Friday, that should mean three business days, not that it has to be done Monday.
> 

yes, see
https://docs.bestpractical.com/rt/4.4.1/customizing/sla.html#Does-business-time-support-holidays

> * Can things be set so that staff are notified upon certain events firing? A very overdue ticket in any department might go to one guy in management automatically, for instance, so that he can keep tabs on all overdue items.
> 

yes, using rt-crontool you can do automatic escalation. You can also use
saved searches with relative dates and dashboards subscriptions.

> * Can we use custom IMAP folders? I had to modify OSTicket to do this, but we have just tickets at domain.com for our email address for the system. It's with Gmail, so I have tickets+graphics at domain.com set to go to Graphics. I did this by telling Graphics to check the 'graphics' folder in the tickets email account. Each department has the same setup, with a custom folder. We did this because each new email address costs money, and we saw no point in paying hundreds per year for a feature I could add to OST. RT will have to be able to do the same, though.
> 

best use of RT is usually to directly send email to him using smtp, but
you can use fetchmail to get emails from pop/imap/...

> * In OST, replying to an email notification posts only an internal comment, not a full ticket reply. OST says they do this so two agents don't reply with conflicting information for the user. For our situation, though, we need email replies to post ticket replies, so everyone on the ticket gets email notifications. Essentially, part of what we want is to let users carry on email conversations surrounding a ticket, but for those responses to be posted to the ticket at the same time. This will keep activity archived, and will automatically create ad-hoc email groups for everyone who needs to be part of a given issue. Since we're not using this for customers, we don't care who sees what in * In OST, when an agent creates a ticket, it *must* be done on behalf of a user. Since most of our tickets are internal, this gets very annoying, and results in us posting tickets to ourselves most of the time. I'd much prefer it if tickets could be opened on behalf of agents or, better still,
>   on beha
>  lf of no one at all. I just want a ticket to consist of the issue, the creator, and everyone who needs to deal with it, plus an SLA.
> 

in RT notification are fully customizables and there is usually to kind
of emails address per queue, one for comments, other for replies.




As you have a great view of what you wan't but litle knowledge of RT
which is higly configurable/customizable, I strongly suggest you to
contact Bestpractical or other RT specialist working near you to help
you so you'll do the rights choices between
queues/customfields/groups/roles for your org.

-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com

From ahall at autodist.com  Wed Aug 24 08:09:58 2016
From: ahall at autodist.com (Alex Hall)
Date: Wed, 24 Aug 2016 08:09:58 -0400
Subject: [rt-users] Accessibility of RT for screen reader users?
Message-ID: <CA+Q8_JcoyrgZ-Gh=bp+AfvHmR-as9D3hqW2VQSZz+4_7wR-7+Q@mail.gmail.com>

Hello all,
Thanks for your comments on my long list of questions yesterday. I'm going
to take today and set up RT on our Debian server, just to see how well it
works. As I do, one final question comes to mind: how well does RT work
with screen readers?

For those unfamiliar, a screen reader does basically what it says on the
box: it is a program that speaks, using synthesized speech, what's on the
screen. It uses standard system commands augmented with a set of its own
commands to read just about everything--emails, webpages, spreadsheets,
documents, menus, etc. Different screen readers do different amounts of
guessing if the OS/current application fails to provide information, but
they all work best when whatever you're using them to access complies with
standards and best practices.

In this case, I'm wondering how compliant RT's webpages are with web
accessibility standards. I'm visually impaired, so use a screen reader
(NVDA, www.nvda-project.org) to do all my work. I'm the only one who will
be using RT here that needs a screen reader, but as it's my job to
administer the system, I have to be able to use it reasonably well.
OSTicket has several major problems in this area, and, while I could
usually get around them, they made things slower and more frustrating than
they needed to be.

If anyone has any experience with web accessibility and happens to know how
well RT works with common screen readers, I'd love your thoughts.
Specifically, I'm looking for the basics--label tags for form fields, table
titles, image descriptions using the alt attribute, use of headings and/or
landmarks to facilitate easy navigation, accessible widgets like menus or
dialogs, and so on. I'll find out soon first-hand how well RT does at
these, and I did have a quick look through the demo site, but if anyone has
input I'd love to hear it. Thanks.

-- 
Alex Hall
Automatic Distributors, IT department
ahall at autodist.com
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From PeterMairGO at gmail.com  Wed Aug 24 07:17:01 2016
From: PeterMairGO at gmail.com (PeterMairGO)
Date: Wed, 24 Aug 2016 04:17:01 -0700 (MST)
Subject: [rt-users] Check if Custom Field is empty?
Message-ID: <1472037421838-62360.post@n7.nabble.com>

Hello,
I'm scripting a custom condition before a email will be sent.
I've tryed this: ($self->TicketObj->FirstCustomFieldValue('Solution') =!
'NULL')

But it doesn't work, could you help me please?

Thanks



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From ahall at autodist.com  Wed Aug 24 10:08:14 2016
From: ahall at autodist.com (Alex Hall)
Date: Wed, 24 Aug 2016 10:08:14 -0400
Subject: [rt-users] Missing dependencies?
Message-ID: <CA+Q8_Jfc+bVOTYQBy=rRoZetPFmRbF90yoHQ2SyL3AwZgjbgOw@mail.gmail.com>

Hello all,
I've run
sudo make fixdeps
a couple times. The first time I did every test it offered, and the second
time I skipped the external tests. This is after I had to configure CPAN,
wich I may well have done wrong. Each time I run the fixdeps script, it
fails with error 274. I see that a few items are missing, but I have no
clue how to find/install them, and fixdeps isn't doing it. Are there any
pointers on this? As I mentioned previously, I'm not familiar with Perl or
how to configure/administer it, so the simpler the better. I'd tell you
which are missing, but I don't know where to find a list of those items.
Thanks.

-- 
Alex Hall
Automatic Distributors, IT department
ahall at autodist.com
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From mzagrabe at d.umn.edu  Wed Aug 24 10:10:32 2016
From: mzagrabe at d.umn.edu (Matt Zagrabelny)
Date: Wed, 24 Aug 2016 09:10:32 -0500
Subject: [rt-users] Check if Custom Field is empty?
In-Reply-To: <1472037421838-62360.post@n7.nabble.com>
References: <1472037421838-62360.post@n7.nabble.com>
Message-ID: <CAOLfK3Uxu800yfaNc123zzGh_MNQ7kUi_v1N0XUp1MEt_82TNw@mail.gmail.com>

Hello,

On Wed, Aug 24, 2016 at 6:17 AM, PeterMairGO <PeterMairGO at gmail.com> wrote:
> Hello,
> I'm scripting a custom condition before a email will be sent.
> I've tryed this: ($self->TicketObj->FirstCustomFieldValue('Solution') =!
> 'NULL')

Unfortunately, at a minimum, your perl is wrong. You were looking for
'!=', not '=!'. However with strings you want 'ne' instead of '!='.
The latter is for numeric comparisons.

my $a = 'Hi';

if ($a ne 'Goodbye') {
    print "Good.\n";
}

Some more things...

What version of RT are you running?

I would try a little script like this to test things out:

#!/usr/bin/perl

use strict;
use warnings;

use lib qw(
    /opt/rt4/lib
    /opt/rt4/local/lib
);

use RT -init;
my $t = RT::Ticket->new(RT->SystemUser);

$t->Load($ARGV[0]);

my $cf = $t->FirstCustomFieldValue('Solution');

if (defined $cf) {
    print "$cf\n";
}
else {
    print "__NOT_DEFINED__\n";
}

-m


From john.bako at nyu.edu  Wed Aug 24 10:22:33 2016
From: john.bako at nyu.edu (John Bako)
Date: Wed, 24 Aug 2016 10:22:33 -0400
Subject: [rt-users] Missing dependencies?
In-Reply-To: <CA+Q8_Jfc+bVOTYQBy=rRoZetPFmRbF90yoHQ2SyL3AwZgjbgOw@mail.gmail.com>
References: <CA+Q8_Jfc+bVOTYQBy=rRoZetPFmRbF90yoHQ2SyL3AwZgjbgOw@mail.gmail.com>
Message-ID: <CAN-yL=MW=07x4bJzTAAbTR7HzYzie6paSPw8Ffg0UGuWu9_3AA@mail.gmail.com>

I recommend reviewing the installation guides on the wiki...
https://rt-wiki.bestpractical.com/wiki/InstallationGuides

--
John Bako
Manager, Scientific Computing
Department of Biology & Center for Genomics and Systems Biology
New York University
212-998-8207 (office)

On Wed, Aug 24, 2016 at 10:08 AM, Alex Hall <ahall at autodist.com> wrote:

> Hello all,
> I've run
> sudo make fixdeps
> a couple times. The first time I did every test it offered, and the second
> time I skipped the external tests. This is after I had to configure CPAN,
> wich I may well have done wrong. Each time I run the fixdeps script, it
> fails with error 274. I see that a few items are missing, but I have no
> clue how to find/install them, and fixdeps isn't doing it. Are there any
> pointers on this? As I mentioned previously, I'm not familiar with Perl or
> how to configure/administer it, so the simpler the better. I'd tell you
> which are missing, but I don't know where to find a list of those items.
> Thanks.
>
> --
> Alex Hall
> Automatic Distributors, IT department
> ahall at autodist.com
>
> ---------
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Boston - October 24-26
> * Los Angeles - Q1 2017
>
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From hescobar at afslc.com  Wed Aug 24 11:06:18 2016
From: hescobar at afslc.com (Hugo Escobar)
Date: Wed, 24 Aug 2016 11:06:18 -0400
Subject: [rt-users] stop form submit on ticket reply
In-Reply-To: <6574dc8a-dd26-46a1-4d19-e4035b6a5f06@easter-eggs.com>
References: <CAA5FCo0tGke+7DwdcTZY80o=U6-d-2_x4USCByXSX4TSCG1afg@mail.gmail.com>
 <6574dc8a-dd26-46a1-4d19-e4035b6a5f06@easter-eggs.com>
Message-ID: <CAA5FCo0m4ij6jAL1sS3B1Qn-h4yRGx2CgqbbUdEyngxaTdksFg@mail.gmail.com>

Thanks Emmanuel for your response.

My initial post was a little inaccurate, I forgot to mention some details:

1.    The user wants to add a ticket reply
2.    The user writes (and prepares her message, attachments, etc)
3.    The user presses the "Update Ticket", some condition is evaluated two
possible outcomes (true, false)
3.1   If false => submit reply
3.2   If true  => the user is asked if the reply should be submitted
3.2.1 User wants to continue => reply submitted
3.2.2 User decides to abort reply submission => no ticket reply should be
added

I tried to implement something in javascript to handle "3.2.2" but the
reply is always submitted

I'm thinking now in a variation of your proposed solution. Perhaps bouncing
the ticket reply including an 'onload'
javascript alert for steps 3.2.1 of 3.2.2



On Tue, Aug 23, 2016 at 6:22 PM, Emmanuel Lacour <elacour at easter-eggs.com>
wrote:

> Le 23/08/2016 ? 22:59, Hugo Escobar a ?crit :
> > Hi,
> >
> > I need to be able to stop submitting a "Public Reply" correspondence
> > based on a evaluation that returns a Boolean value.
> >
> > This decision must be taken when the user clicks the "Update Ticket"
> button
> >
> > Everything I have tried fails because the form is always submitted.
> >
> > Any help will be highly appreciated
> >
> >
>
> create a file named
> ..../rt/local/html/Callbacks/YourOrg/Ticket/Update.html/BeforeUpdate
>
> with a content such as:
>
> <%init>
>
> if ( exists $ARGSRef->{SubmitTicket} ) {
>       # Write here your evaluation, you can use submitted values in
> %$ARGSRef and the ticket object $TicketObj
>       if ( !$evaluation ) {
>             push @$results, loc("Message that should be displayed to
> user");
>             $$skip_update = 1;
>       }
> }
> </%init>
> <%args>
> $TicketObj => undef
> $skip_update => undef
> $results => undef
> $ARGSRef => undef
> </%args>
>
>
> don't forget to cleanup your mason cache and restart your webserver.
> ---------
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Boston - October 24-26
> * Los Angeles - Q1 2017
>



-- 
Regards,

Hugo Escobar

<http://www.associationfinancialservices.com/>

4770 Biscayne Blvd, Ste 700
Miami, FL 33137

main: 305.677.0022
support: 305.921.4620
email: hescobar at afslc.com

Follow us on Facebook and Linked-In
<http://www.facebook.com/pages/Miami-FL/ASSOCIATION-FINANCIAL/64952991864>
<http://www.linkedin.com/companies/1006276>

NOTICE: This email and any attachment to this email may contain
confidential information. If you are not the intended recipient, you must
not review, retransmit, convert to hard copy, photocopy, use or disseminate
this email or any attachments to it. If you have received this email in
error, please notify us immediately by return email and delete this
message. Please note that if this email contains a forwarded message or is
a reply to a prior message, some or all of the contents of this message or
any attachments may not have been produced by our firm. *As our firm may be
deemed a debt collector, if your payment is in default, we may be
attempting to collect a debt on behalf of the association, and any
information obtained may be used for that purpose.*
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From elacour at easter-eggs.com  Wed Aug 24 11:15:08 2016
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 24 Aug 2016 17:15:08 +0200
Subject: [rt-users] stop form submit on ticket reply
In-Reply-To: <CAA5FCo0m4ij6jAL1sS3B1Qn-h4yRGx2CgqbbUdEyngxaTdksFg@mail.gmail.com>
References: <CAA5FCo0tGke+7DwdcTZY80o=U6-d-2_x4USCByXSX4TSCG1afg@mail.gmail.com>
 <6574dc8a-dd26-46a1-4d19-e4035b6a5f06@easter-eggs.com>
 <CAA5FCo0m4ij6jAL1sS3B1Qn-h4yRGx2CgqbbUdEyngxaTdksFg@mail.gmail.com>
Message-ID: <13ccbf85-e765-9fa8-a748-7a461d58d811@easter-eggs.com>

Le 24/08/2016 ? 17:06, Hugo Escobar a ?crit :
> Thanks Emmanuel for your response.
> 
> My initial post was a little inaccurate, I forgot to mention some details:
> 
> 1.    The user wants to add a ticket reply
> 2.    The user writes (and prepares her message, attachments, etc)
> 3.    The user presses the "Update Ticket", some condition is evaluated
> two possible outcomes (true, false)
> 3.1   If false => submit reply

ok

> 3.2   If true  => the user is asked if the reply should be submitted

use another callback in the same Update.html page to display a
confirmation button

> 3.2.1 User wants to continue => reply submitted

in you're first callback, get the submit value from $ARGSRef that say
the confirm button has been pressed.

> 3.2.2 User decides to abort reply submission => no ticket reply should
> be added
> 

the same, with a "Discard" button, you catch the value from $ARGSRef and
then use MaybeRedirectForResults to Display.html after emptying submited
values from $ARGSRef.




> I tried to implement something in javascript to handle "3.2.2" but the
> reply is always submitted
> 



no need for JS here, thought you can of course do this using only js ;)


From nenad.cuturic at sh.se  Wed Aug 24 12:38:56 2016
From: nenad.cuturic at sh.se (Nesko)
Date: Wed, 24 Aug 2016 09:38:56 -0700 (MST)
Subject: [rt-users] emails for support and support-comments with different
 authentication
Message-ID: <1472056736943-62366.post@n7.nabble.com>

I'm trying to set up RT so we can use two different accounts with different
authentications for suppport and support-comment.
The reason is because mail-server doesn't allow send as another user ("from"
field must match sender e-mail address).
Is it possible to somehow catch the from field in RT_Config.pm and use it in
$SendmailArguments to the mta (in our case msmtp with msmtp_wrapper)?
I would like to do something like 
Set($SendmailArguments,$fromEmail);
and catch it in the wrapper.

Current msmtp wrapper looks like this:
defaults 
*****

account support at domain
from support at domain
user user1
password xxxxx

account support-comment at domain
from support-comment at domain
user user2
password yyyyy

account default : support at domain

This is working only when From is support at domain but if it is
support-comment at domain the following error is generated:
smtpstatus=550 smtpmsg='550 5.7.60 SMTP; Client does not have permissions to
send as this sender' errormsg='the server did not accept the mail'
exitcode=EX_UNAVAILABLE

Any suggestion?




--
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From ahall at autodist.com  Wed Aug 24 15:24:01 2016
From: ahall at autodist.com (Alex Hall)
Date: Wed, 24 Aug 2016 15:24:01 -0400
Subject: [rt-users] Serving RT with Nginx: Firefox refuses to log in
Message-ID: <CA+Q8_Je1pEA4dwdnMYkdCmh6WuqmfRx9ZmGe5o=-zYcpp5y7QQ@mail.gmail.com>

Hello list,
I have 4.2.8 (the latest version available as a package for Jessie) running
through Nginx. I can get to the main page through rt.mydomain.com, which is
good, but I can't log in with the default information. When I do, Firefox
gives me an error:

The page isn't redirecting properly
Firefox has detected that the server is redirecting the request for this
address in a way that will never complete.

I'm following the Nginx setup instructions here:
https://docs.bestpractical.com/rt/4.4.1/web_deployment.html#nginx

It's a bit confusing as my paths are different
(/usr/share/request-tracker4) but things seem to be working. I just don't
know why this problem is popping up. It could be an Nginx thing, but
configuring RT is the first time I've ever seen it, so I thought I'd ask
here first. Thanks.

-- 
Alex Hall
Automatic Distributors, IT department
ahall at autodist.com
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From woody at wildthingsafaris.com  Wed Aug 24 15:41:50 2016
From: woody at wildthingsafaris.com (Woody - Wild Thing Safaris)
Date: Wed, 24 Aug 2016 22:41:50 +0300
Subject: [rt-users] applying a CustomField to a queue in perl
Message-ID: <3974972c-16cb-337f-c044-a7898e7acf77@wildthingsafaris.com>

I'm at a loss!

I've created my custom field, i've given various groups rights to it, 
but i can't apply it to a queue, either individually, or global.

I think i have the right method:

$CFObj->AddToObject($QueueObj)

but nada.

How can i "apply" the CF to a queue, and how to apply globally to all 
queues?

thanks!

w.


-- 

-----------------------

Richard Wood (Woody)
Managing Director
Wild Thing Safaris Ltd.

UK: 2B Habbo St, Greenwich, London
Dar es Salaam: 5 Ethan St, Mbezi beach
Arusha: 3 Ebeneezer Rd, Njiro
PO BOX 34514 DSM
Office: +255 (0) 222 617 166
Office Mobile: +255 (0) 773 503 502
Direct: +255 742 373 327
Skype: woody1tz
http://wildthingsafaris.com



From chrisis at bosberaad.com  Wed Aug 24 19:18:35 2016
From: chrisis at bosberaad.com (Chris McClement)
Date: Wed, 24 Aug 2016 23:18:35 +0000
Subject: [rt-users] Accessibility of RT for screen reader users?
In-Reply-To: <CA+Q8_JcoyrgZ-Gh=bp+AfvHmR-as9D3hqW2VQSZz+4_7wR-7+Q@mail.gmail.com>
References: <CA+Q8_JcoyrgZ-Gh=bp+AfvHmR-as9D3hqW2VQSZz+4_7wR-7+Q@mail.gmail.com>
Message-ID: <CAA3zkmJ7xD2ubVoJswwoaPGfj-Gnp6R_80kLWGSGgfCs8gqCMA@mail.gmail.com>

Hi Alex

While I don't have much experience with web accessibility I do run a
network of public PCs that includes NVDA installed on those PCs, so I
jumped onto one of them to do a quick test of the RT web pages with NVDA
active. Bearing in mind that I don't know what is supposed to be good and
bad for these sorts of things, here are my observations, based on the list
of your basics:
- label tags for form fields: yes. You have to mouse over for them to be
read
- table titles - When I opened a ticket listing (for example, by clicking
on a search) the page opened and the first thing NVDA said was "table of x
rows and Y columns". It also read the table title (e.g. "Found 1 Ticket").
However it did not automatically read column titles, I had to mouse over
them.
- image descriptions use alt attribute - yes, but actually a bit annoying.
At the top right hand corner of every RT page is the Best Practical Logo so
every page change one of the things it read was the Logo's alt attribute.
It felt redundant really quickly!
- use of headings/landmarks - yes, RT divides tickets display pages into
sections and the headings are not only in enlarged fonts but different
sections have color-coded headings. For example, "The Basics" and "Custom
Fields" is in bright red, the "People" section is in light blue, "Dates" is
in magenta, etc. So depending on the level of your visual impairment that
may be useful.
- accessible widgets like menus or dialogs: menus = yes, dialogs = no.
There are no popups. Also, the menus are all dropdowns, so nothing visible
in the menu until you click on it. Clicking on a menu heading does not
change page, it just opens the menu. Not sure if it is relevant but you can
configure custom field selection boxes in multiple ways, so for example you
can make them a dropdown box, or a selectable list, that sort of thing.

One other observation for the web interface: in ticket listings, RT
abbreviates dates (so "Aug" for August" etc) which took a bit of getting
used to when NVDA read out the abbreviation when I moused over it.

Hope that helps!
Chris

On Thu, 25 Aug 2016 at 00:10 Alex Hall <ahall at autodist.com> wrote:

> Hello all,
> Thanks for your comments on my long list of questions yesterday. I'm going
> to take today and set up RT on our Debian server, just to see how well it
> works. As I do, one final question comes to mind: how well does RT work
> with screen readers?
>
> For those unfamiliar, a screen reader does basically what it says on the
> box: it is a program that speaks, using synthesized speech, what's on the
> screen. It uses standard system commands augmented with a set of its own
> commands to read just about everything--emails, webpages, spreadsheets,
> documents, menus, etc. Different screen readers do different amounts of
> guessing if the OS/current application fails to provide information, but
> they all work best when whatever you're using them to access complies with
> standards and best practices.
>
> In this case, I'm wondering how compliant RT's webpages are with web
> accessibility standards. I'm visually impaired, so use a screen reader
> (NVDA, www.nvda-project.org) to do all my work. I'm the only one who will
> be using RT here that needs a screen reader, but as it's my job to
> administer the system, I have to be able to use it reasonably well.
> OSTicket has several major problems in this area, and, while I could
> usually get around them, they made things slower and more frustrating than
> they needed to be.
>
> If anyone has any experience with web accessibility and happens to know
> how well RT works with common screen readers, I'd love your thoughts.
> Specifically, I'm looking for the basics--label tags for form fields, table
> titles, image descriptions using the alt attribute, use of headings and/or
> landmarks to facilitate easy navigation, accessible widgets like menus or
> dialogs, and so on. I'll find out soon first-hand how well RT does at
> these, and I did have a quick look through the demo site, but if anyone has
> input I'd love to hear it. Thanks.
>
> --
> Alex Hall
> Automatic Distributors, IT department
> ahall at autodist.com
> ---------
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Boston - October 24-26
> * Los Angeles - Q1 2017
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From ahall at autodist.com  Wed Aug 24 23:05:55 2016
From: ahall at autodist.com (Alex Hall)
Date: Wed, 24 Aug 2016 23:05:55 -0400
Subject: [rt-users] Accessibility of RT for screen reader users?
In-Reply-To: <CAA3zkmJ7xD2ubVoJswwoaPGfj-Gnp6R_80kLWGSGgfCs8gqCMA@mail.gmail.com>
References: <CA+Q8_JcoyrgZ-Gh=bp+AfvHmR-as9D3hqW2VQSZz+4_7wR-7+Q@mail.gmail.com>
 <CAA3zkmJ7xD2ubVoJswwoaPGfj-Gnp6R_80kLWGSGgfCs8gqCMA@mail.gmail.com>
Message-ID: <20D10C26-C44F-4FF7-966A-2F001EDE4C88@autodist.com>

Thanks for testing. My only concerns are mousing over things to get them to read, and whether the colored items are true headings?

For mousing, I wonder if tab will do the same? That is, if you tab from field to field, will NVDA announce the field label as focus changes to the field? I never use a mouse, so moving the pointer over a field isn't something I think of testing.

The colored items: are those headings in look only, or actual h tags? That is, when you're on the page with them, does pressing the h key move you to each one in turn? 


Sent from my iPhone

> On Aug 24, 2016, at 19:18, Chris McClement <chrisis at bosberaad.com> wrote:
> 
> Hi Alex
> 
> While I don't have much experience with web accessibility I do run a network of public PCs that includes NVDA installed on those PCs, so I jumped onto one of them to do a quick test of the RT web pages with NVDA active. Bearing in mind that I don't know what is supposed to be good and bad for these sorts of things, here are my observations, based on the list of your basics:
> - label tags for form fields: yes. You have to mouse over for them to be read
> - table titles - When I opened a ticket listing (for example, by clicking on a search) the page opened and the first thing NVDA said was "table of x rows and Y columns". It also read the table title (e.g. "Found 1 Ticket"). However it did not automatically read column titles, I had to mouse over them.
> - image descriptions use alt attribute - yes, but actually a bit annoying. At the top right hand corner of every RT page is the Best Practical Logo so every page change one of the things it read was the Logo's alt attribute. It felt redundant really quickly!
> - use of headings/landmarks - yes, RT divides tickets display pages into sections and the headings are not only in enlarged fonts but different sections have color-coded headings. For example, "The Basics" and "Custom Fields" is in bright red, the "People" section is in light blue, "Dates" is in magenta, etc. So depending on the level of your visual impairment that may be useful.
> - accessible widgets like menus or dialogs: menus = yes, dialogs = no. There are no popups. Also, the menus are all dropdowns, so nothing visible in the menu until you click on it. Clicking on a menu heading does not change page, it just opens the menu. Not sure if it is relevant but you can configure custom field selection boxes in multiple ways, so for example you can make them a dropdown box, or a selectable list, that sort of thing.
> 
> One other observation for the web interface: in ticket listings, RT abbreviates dates (so "Aug" for August" etc) which took a bit of getting used to when NVDA read out the abbreviation when I moused over it.
> 
> Hope that helps!
> Chris
> 
>> On Thu, 25 Aug 2016 at 00:10 Alex Hall <ahall at autodist.com> wrote:
>> Hello all,
>> Thanks for your comments on my long list of questions yesterday. I'm going to take today and set up RT on our Debian server, just to see how well it works. As I do, one final question comes to mind: how well does RT work with screen readers?
>> 
>> For those unfamiliar, a screen reader does basically what it says on the box: it is a program that speaks, using synthesized speech, what's on the screen. It uses standard system commands augmented with a set of its own commands to read just about everything--emails, webpages, spreadsheets, documents, menus, etc. Different screen readers do different amounts of guessing if the OS/current application fails to provide information, but they all work best when whatever you're using them to access complies with standards and best practices.
>> 
>> In this case, I'm wondering how compliant RT's webpages are with web accessibility standards. I'm visually impaired, so use a screen reader (NVDA, www.nvda-project.org) to do all my work. I'm the only one who will be using RT here that needs a screen reader, but as it's my job to administer the system, I have to be able to use it reasonably well. OSTicket has several major problems in this area, and, while I could usually get around them, they made things slower and more frustrating than they needed to be.
>> 
>> If anyone has any experience with web accessibility and happens to know how well RT works with common screen readers, I'd love your thoughts. Specifically, I'm looking for the basics--label tags for form fields, table titles, image descriptions using the alt attribute, use of headings and/or landmarks to facilitate easy navigation, accessible widgets like menus or dialogs, and so on. I'll find out soon first-hand how well RT does at these, and I did have a quick look through the demo site, but if anyone has input I'd love to hear it. Thanks.
>> 
>> -- 
>> Alex Hall
>> Automatic Distributors, IT department
>> ahall at autodist.com
>> ---------
>> RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training
>> * Boston - October 24-26
>> * Los Angeles - Q1 2017
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From tom.robinson at motec.com.au  Thu Aug 25 01:44:50 2016
From: tom.robinson at motec.com.au (Tom Robinson)
Date: Thu, 25 Aug 2016 15:44:50 +1000
Subject: [rt-users] How to set up a recursive group in RT 4.4.0
Message-ID: <91b55150-0451-c58a-cf3f-fd9ca1ab8d7c@motec.com.au>

RT 4.4.0

Hi,

I can't seem to set up a recursive group so that the main groups privileges are inherited to member
groups.

Can someone please point me in the direction of the best documentation for this or give me guidance.
My google-fu has failed me today!

Kind regards,
Tom


-- 

Tom Robinson
IT Manager/System Administrator

MoTeC Pty Ltd

121 Merrindale Drive
Croydon South
3136 Victoria
Australia

T: +61 3 9761 5050
F: +61 3 9761 5051
E: tom.robinson at motec.com.au

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From chrisis at bosberaad.com  Thu Aug 25 17:08:07 2016
From: chrisis at bosberaad.com (Chris McClement)
Date: Thu, 25 Aug 2016 21:08:07 +0000
Subject: [rt-users] Accessibility of RT for screen reader users?
In-Reply-To: <20D10C26-C44F-4FF7-966A-2F001EDE4C88@autodist.com>
References: <CA+Q8_JcoyrgZ-Gh=bp+AfvHmR-as9D3hqW2VQSZz+4_7wR-7+Q@mail.gmail.com>
 <CAA3zkmJ7xD2ubVoJswwoaPGfj-Gnp6R_80kLWGSGgfCs8gqCMA@mail.gmail.com>
 <20D10C26-C44F-4FF7-966A-2F001EDE4C88@autodist.com>
Message-ID: <CAA3zkm+bu-j3KxzA3CPmG8o3uSi_FjhbC-qFM1kLcFaLen-Zew@mail.gmail.com>

The coloured items are links but they are not <h> tags. Their attributes
are defined using CSS classes.

I tried tabbing through the page and you have to tab through every item in
every menu before you get to the body of the ticket. Once in the body of
the ticket tabbing jumps from link to link, and tickets typically have many
of these.

Of interest may be RT's built-in keyboard shortcuts:
https://bestpractical.com/blog/2016/7/keyboard-shortcuts

While there are shortcuts to navigate search results as well as some basic
actions (like commenting) there do not appear to be shortcuts for
navigating headings within a ticket.

On Thu, 25 Aug 2016 at 15:05 Alex Hall <ahall at autodist.com> wrote:

> Thanks for testing. My only concerns are mousing over things to get them
> to read, and whether the colored items are true headings?
>
> For mousing, I wonder if tab will do the same? That is, if you tab from
> field to field, will NVDA announce the field label as focus changes to the
> field? I never use a mouse, so moving the pointer over a field isn't
> something I think of testing.
>
> The colored items: are those headings in look only, or actual h tags? That
> is, when you're on the page with them, does pressing the h key move you to
> each one in turn?
>
>
> Sent from my iPhone
>
> On Aug 24, 2016, at 19:18, Chris McClement <chrisis at bosberaad.com> wrote:
>
> Hi Alex
>
> While I don't have much experience with web accessibility I do run a
> network of public PCs that includes NVDA installed on those PCs, so I
> jumped onto one of them to do a quick test of the RT web pages with NVDA
> active. Bearing in mind that I don't know what is supposed to be good and
> bad for these sorts of things, here are my observations, based on the list
> of your basics:
> - label tags for form fields: yes. You have to mouse over for them to be
> read
> - table titles - When I opened a ticket listing (for example, by clicking
> on a search) the page opened and the first thing NVDA said was "table of x
> rows and Y columns". It also read the table title (e.g. "Found 1 Ticket").
> However it did not automatically read column titles, I had to mouse over
> them.
> - image descriptions use alt attribute - yes, but actually a bit annoying.
> At the top right hand corner of every RT page is the Best Practical Logo so
> every page change one of the things it read was the Logo's alt attribute.
> It felt redundant really quickly!
> - use of headings/landmarks - yes, RT divides tickets display pages into
> sections and the headings are not only in enlarged fonts but different
> sections have color-coded headings. For example, "The Basics" and "Custom
> Fields" is in bright red, the "People" section is in light blue, "Dates" is
> in magenta, etc. So depending on the level of your visual impairment that
> may be useful.
> - accessible widgets like menus or dialogs: menus = yes, dialogs = no.
> There are no popups. Also, the menus are all dropdowns, so nothing visible
> in the menu until you click on it. Clicking on a menu heading does not
> change page, it just opens the menu. Not sure if it is relevant but you can
> configure custom field selection boxes in multiple ways, so for example you
> can make them a dropdown box, or a selectable list, that sort of thing.
>
> One other observation for the web interface: in ticket listings, RT
> abbreviates dates (so "Aug" for August" etc) which took a bit of getting
> used to when NVDA read out the abbreviation when I moused over it.
>
> Hope that helps!
> Chris
>
> On Thu, 25 Aug 2016 at 00:10 Alex Hall <ahall at autodist.com> wrote:
>
>> Hello all,
>> Thanks for your comments on my long list of questions yesterday. I'm
>> going to take today and set up RT on our Debian server, just to see how
>> well it works. As I do, one final question comes to mind: how well does RT
>> work with screen readers?
>>
>> For those unfamiliar, a screen reader does basically what it says on the
>> box: it is a program that speaks, using synthesized speech, what's on the
>> screen. It uses standard system commands augmented with a set of its own
>> commands to read just about everything--emails, webpages, spreadsheets,
>> documents, menus, etc. Different screen readers do different amounts of
>> guessing if the OS/current application fails to provide information, but
>> they all work best when whatever you're using them to access complies with
>> standards and best practices.
>>
>> In this case, I'm wondering how compliant RT's webpages are with web
>> accessibility standards. I'm visually impaired, so use a screen reader
>> (NVDA, www.nvda-project.org) to do all my work. I'm the only one who
>> will be using RT here that needs a screen reader, but as it's my job to
>> administer the system, I have to be able to use it reasonably well.
>> OSTicket has several major problems in this area, and, while I could
>> usually get around them, they made things slower and more frustrating than
>> they needed to be.
>>
>> If anyone has any experience with web accessibility and happens to know
>> how well RT works with common screen readers, I'd love your thoughts.
>> Specifically, I'm looking for the basics--label tags for form fields, table
>> titles, image descriptions using the alt attribute, use of headings and/or
>> landmarks to facilitate easy navigation, accessible widgets like menus or
>> dialogs, and so on. I'll find out soon first-hand how well RT does at
>> these, and I did have a quick look through the demo site, but if anyone has
>> input I'd love to hear it. Thanks.
>>
>> --
>> Alex Hall
>> Automatic Distributors, IT department
>> ahall at autodist.com
>> ---------
>> RT 4.4 and RTIR training sessions, and a new workshop day!
>> https://bestpractical.com/training
>> * Boston - October 24-26
>> * Los Angeles - Q1 2017
>
>
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From ahall at autodist.com  Thu Aug 25 17:16:38 2016
From: ahall at autodist.com (Alex Hall)
Date: Thu, 25 Aug 2016 17:16:38 -0400
Subject: [rt-users] Accessibility of RT for screen reader users?
In-Reply-To: <CAA3zkm+bu-j3KxzA3CPmG8o3uSi_FjhbC-qFM1kLcFaLen-Zew@mail.gmail.com>
References: <CA+Q8_JcoyrgZ-Gh=bp+AfvHmR-as9D3hqW2VQSZz+4_7wR-7+Q@mail.gmail.com>
 <CAA3zkmJ7xD2ubVoJswwoaPGfj-Gnp6R_80kLWGSGgfCs8gqCMA@mail.gmail.com>
 <20D10C26-C44F-4FF7-966A-2F001EDE4C88@autodist.com>
 <CAA3zkm+bu-j3KxzA3CPmG8o3uSi_FjhbC-qFM1kLcFaLen-Zew@mail.gmail.com>
Message-ID: <CA+Q8_JdWu3KybZcJJq2Hd1pw=PZ_7hfPr3gPsjDzDL3guZQbdw@mail.gmail.com>

Thanks, shortcuts always help. :) Just to be clear, the h key isn't a
website-specific shortcut, it's built into NVDA and Jaws. Web authors need
do nothing more than use h tags, and screen readers will be able to jump to
those headings. CSS styling isn't enough to tell the screen reader that a
given span or div is supposed to be a heading. However, RT doesn't need to
add heading jumping commands to make the navigation work, it just needs to
add h tags where, visually, they should be anyway.

On Thu, Aug 25, 2016 at 5:08 PM, Chris McClement <chrisis at bosberaad.com>
wrote:

> The coloured items are links but they are not <h> tags. Their attributes
> are defined using CSS classes.
>
> I tried tabbing through the page and you have to tab through every item in
> every menu before you get to the body of the ticket. Once in the body of
> the ticket tabbing jumps from link to link, and tickets typically have many
> of these.
>
> Of interest may be RT's built-in keyboard shortcuts: https://
> bestpractical.com/blog/2016/7/keyboard-shortcuts
>
> While there are shortcuts to navigate search results as well as some basic
> actions (like commenting) there do not appear to be shortcuts for
> navigating headings within a ticket.
>
> On Thu, 25 Aug 2016 at 15:05 Alex Hall <ahall at autodist.com> wrote:
>
>> Thanks for testing. My only concerns are mousing over things to get them
>> to read, and whether the colored items are true headings?
>>
>> For mousing, I wonder if tab will do the same? That is, if you tab from
>> field to field, will NVDA announce the field label as focus changes to the
>> field? I never use a mouse, so moving the pointer over a field isn't
>> something I think of testing.
>>
>> The colored items: are those headings in look only, or actual h tags?
>> That is, when you're on the page with them, does pressing the h key move
>> you to each one in turn?
>>
>>
>> Sent from my iPhone
>>
>> On Aug 24, 2016, at 19:18, Chris McClement <chrisis at bosberaad.com> wrote:
>>
>> Hi Alex
>>
>> While I don't have much experience with web accessibility I do run a
>> network of public PCs that includes NVDA installed on those PCs, so I
>> jumped onto one of them to do a quick test of the RT web pages with NVDA
>> active. Bearing in mind that I don't know what is supposed to be good and
>> bad for these sorts of things, here are my observations, based on the list
>> of your basics:
>> - label tags for form fields: yes. You have to mouse over for them to be
>> read
>> - table titles - When I opened a ticket listing (for example, by clicking
>> on a search) the page opened and the first thing NVDA said was "table of x
>> rows and Y columns". It also read the table title (e.g. "Found 1 Ticket").
>> However it did not automatically read column titles, I had to mouse over
>> them.
>> - image descriptions use alt attribute - yes, but actually a bit
>> annoying. At the top right hand corner of every RT page is the Best
>> Practical Logo so every page change one of the things it read was the
>> Logo's alt attribute. It felt redundant really quickly!
>> - use of headings/landmarks - yes, RT divides tickets display pages into
>> sections and the headings are not only in enlarged fonts but different
>> sections have color-coded headings. For example, "The Basics" and "Custom
>> Fields" is in bright red, the "People" section is in light blue, "Dates" is
>> in magenta, etc. So depending on the level of your visual impairment that
>> may be useful.
>> - accessible widgets like menus or dialogs: menus = yes, dialogs = no.
>> There are no popups. Also, the menus are all dropdowns, so nothing visible
>> in the menu until you click on it. Clicking on a menu heading does not
>> change page, it just opens the menu. Not sure if it is relevant but you can
>> configure custom field selection boxes in multiple ways, so for example you
>> can make them a dropdown box, or a selectable list, that sort of thing.
>>
>> One other observation for the web interface: in ticket listings, RT
>> abbreviates dates (so "Aug" for August" etc) which took a bit of getting
>> used to when NVDA read out the abbreviation when I moused over it.
>>
>> Hope that helps!
>> Chris
>>
>> On Thu, 25 Aug 2016 at 00:10 Alex Hall <ahall at autodist.com> wrote:
>>
>>> Hello all,
>>> Thanks for your comments on my long list of questions yesterday. I'm
>>> going to take today and set up RT on our Debian server, just to see how
>>> well it works. As I do, one final question comes to mind: how well does RT
>>> work with screen readers?
>>>
>>> For those unfamiliar, a screen reader does basically what it says on the
>>> box: it is a program that speaks, using synthesized speech, what's on the
>>> screen. It uses standard system commands augmented with a set of its own
>>> commands to read just about everything--emails, webpages, spreadsheets,
>>> documents, menus, etc. Different screen readers do different amounts of
>>> guessing if the OS/current application fails to provide information, but
>>> they all work best when whatever you're using them to access complies with
>>> standards and best practices.
>>>
>>> In this case, I'm wondering how compliant RT's webpages are with web
>>> accessibility standards. I'm visually impaired, so use a screen reader
>>> (NVDA, www.nvda-project.org) to do all my work. I'm the only one who
>>> will be using RT here that needs a screen reader, but as it's my job to
>>> administer the system, I have to be able to use it reasonably well.
>>> OSTicket has several major problems in this area, and, while I could
>>> usually get around them, they made things slower and more frustrating than
>>> they needed to be.
>>>
>>> If anyone has any experience with web accessibility and happens to know
>>> how well RT works with common screen readers, I'd love your thoughts.
>>> Specifically, I'm looking for the basics--label tags for form fields, table
>>> titles, image descriptions using the alt attribute, use of headings and/or
>>> landmarks to facilitate easy navigation, accessible widgets like menus or
>>> dialogs, and so on. I'll find out soon first-hand how well RT does at
>>> these, and I did have a quick look through the demo site, but if anyone has
>>> input I'd love to hear it. Thanks.
>>>
>>> --
>>> Alex Hall
>>> Automatic Distributors, IT department
>>> ahall at autodist.com
>>> ---------
>>> RT 4.4 and RTIR training sessions, and a new workshop day!
>>> https://bestpractical.com/training
>>> * Boston - October 24-26
>>> * Los Angeles - Q1 2017
>>
>>


-- 
Alex Hall
Automatic Distributors, IT department
ahall at autodist.com
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From tom.robinson at motec.com.au  Thu Aug 25 17:52:53 2016
From: tom.robinson at motec.com.au (Tom Robinson)
Date: Fri, 26 Aug 2016 07:52:53 +1000
Subject: [rt-users] How to set up a recursive group in RT 4.4.0
In-Reply-To: <91b55150-0451-c58a-cf3f-fd9ca1ab8d7c@motec.com.au>
References: <91b55150-0451-c58a-cf3f-fd9ca1ab8d7c@motec.com.au>
Message-ID: <024c0f52-7b5a-86bc-1bdc-61f8eae19a16@motec.com.au>

What does the "Recursive member" flag indicate in the Memberships list of a group? How does it get set?

On 25/08/16 15:44, Tom Robinson wrote:
> RT 4.4.0
> 
> Hi,
> 
> I can't seem to set up a recursive group so that the main groups privileges are inherited to member
> groups.
> 
> Can someone please point me in the direction of the best documentation for this or give me guidance.
> My google-fu has failed me today!
> 
> Kind regards,
> Tom
> 
> 
> 
> 
> ---------
> RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training
> * Boston - October 24-26
> * Los Angeles - Q1 2017
> 

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From svuksic at corp.fibernetics.ca  Thu Aug 25 16:44:04 2016
From: svuksic at corp.fibernetics.ca (Susanne Vuksic)
Date: Thu, 25 Aug 2016 20:44:04 +0000
Subject: [rt-users] Multi Select Filtering when using Custom Field Groupings
Message-ID: <CY1PR1201MB0939B66C068A04D028252B66E8ED0@CY1PR1201MB0939.namprd12.prod.outlook.com>

We have a large number of custom fields so we have modified the code to allow the fields to appear in logical groupings however we have the following problem when using a list that is dependent on another field for values:

1. If both fields exist in the same "grouping" then the dependent filed displays only the options driven by the value in the controlling field ( this is how it should work)
2. If the fields are not within the same grouping the dependent list displays all the values available (which in some cases in our instance is a lot of values). To avoid the wrong value being chosen we want the list to be limited by the controlling field choice yet this seems to be an issue when using the groups

Has anyone encountered this or have a workaround/fix?

Grouping the fields together is not an ideal option as it breaks the logic on the UI we are trying to create for users.

Susanne and Rosita
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From omen at ucdavis.edu  Thu Aug 25 23:49:48 2016
From: omen at ucdavis.edu (Omen Wild)
Date: Thu, 25 Aug 2016 20:49:48 -0700
Subject: [rt-users] Full text indexing error with MySQL
Message-ID: <20160826034948.iffz4ihjantrzteu@descolada.ucdavis.edu>

I activated the full text indexing under Ubuntu 16.04 (request-tracker4
4.2.12-5) and (mysql-server 5.7.13-0ubuntu0.16.04.2). Both the initial
indexing and subsequent calls to rt-fulltext-indexer have the same error:

----- Begin quote -----
[3159] [Fri Aug 26 03:03:08 2016] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/sbin/rt-fulltext-indexer line 216. (/usr/sbin/rt-fulltext-indexer:216)
[3159] [Fri Aug 26 03:03:08 2016] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/sbin/rt-fulltext-indexer line 222. (/usr/sbin/rt-fulltext-indexer:222)
[3159] [Fri Aug 26 03:03:08 2016] [critical]: Attachment 125007 cannot be indexed: MySQL server has gone away at /usr/sbin/rt-fulltext-indexer line 254. (/usr/share/request-tracker4/lib/RT.pm:389)
Attachment 125007 cannot be indexed: MySQL server has gone away at /usr/sbin/rt-fulltext-indexer line 254.
----- End quote -----

I saw a similar email back in January and one of the comments asked about
disk space. The disk has plenty of space (only 10% full) and `systemctl
status mysql` shows the mysql process is still running. Entering RT
and doing searches works too, so the error is misleading or wrong.

Any ideas?

Thanks,
   Omen

-- 
Omen Wild
Systems Administrator
Metro Cluster


From scottu at huenix.com  Fri Aug 26 00:18:16 2016
From: scottu at huenix.com (Scott Undercofler)
Date: Thu, 25 Aug 2016 22:18:16 -0600
Subject: [rt-users] Full text indexing error with MySQL
In-Reply-To: <20160826034948.iffz4ihjantrzteu@descolada.ucdavis.edu>
References: <20160826034948.iffz4ihjantrzteu@descolada.ucdavis.edu>
Message-ID: <29BEF537-99DF-442A-9781-B64B9029D1AE@huenix.com>

how long after you start do you get that error?


> On Aug 25, 2016, at 9:49 PM, Omen Wild <omen at ucdavis.edu> wrote:
> 
> I activated the full text indexing under Ubuntu 16.04 (request-tracker4
> 4.2.12-5) and (mysql-server 5.7.13-0ubuntu0.16.04.2). Both the initial
> indexing and subsequent calls to rt-fulltext-indexer have the same error:
> 
> ----- Begin quote -----
> [3159] [Fri Aug 26 03:03:08 2016] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/sbin/rt-fulltext-indexer line 216. (/usr/sbin/rt-fulltext-indexer:216)
> [3159] [Fri Aug 26 03:03:08 2016] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/sbin/rt-fulltext-indexer line 222. (/usr/sbin/rt-fulltext-indexer:222)
> [3159] [Fri Aug 26 03:03:08 2016] [critical]: Attachment 125007 cannot be indexed: MySQL server has gone away at /usr/sbin/rt-fulltext-indexer line 254. (/usr/share/request-tracker4/lib/RT.pm:389)
> Attachment 125007 cannot be indexed: MySQL server has gone away at /usr/sbin/rt-fulltext-indexer line 254.
> ----- End quote -----
> 
> I saw a similar email back in January and one of the comments asked about
> disk space. The disk has plenty of space (only 10% full) and `systemctl
> status mysql` shows the mysql process is still running. Entering RT
> and doing searches works too, so the error is misleading or wrong.
> 
> Any ideas?
> 
> Thanks,
>   Omen
> 
> -- 
> Omen Wild
> Systems Administrator
> Metro Cluster
> ---------
> RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training
> * Boston - October 24-26
> * Los Angeles - Q1 2017



From jombik at platon.org  Fri Aug 26 00:12:12 2016
From: jombik at platon.org (Ondrej Jombik)
Date: Fri, 26 Aug 2016 06:12:12 +0200 (CEST)
Subject: [rt-users] Skip owner notification for certain users (owners)
Message-ID: <alpine.DEB.2.20.1608260606590.25162@athena.platon.sk>

We have certain users in our system, which do not need to get certain
type of notifications, for example On Owner Change, we do not want
Notify Owner for certain owners.

There is a standard Script which works fine:

     Description: On Owner Change Notify Owner
     Condition: On Owner Change
     Action: Notify Owner
     Template: Transaction

As I said, this works fine, but for all owners. We want to skip this
Scrip for some owners.

I put this into Custom condition:

     my $owner = $self->TicketObj->Owner;
     $RT::Logger->info('SCRIP: Owner change detected: ID '.$owner);
     if ($owner == 12) {
       return 0;
      }
      return 1;

But it seems to have no effect. I think this Custom condition works only
for "User Defined" actions. Then how can I define some conditions for
system-wide actions like "Notify Owner"?

Thanks

Ondrej

--
Ondrej JOMBIK
Platon Technologies s.r.o., Hlavna 3, Sala SK-92701
+421 903 PLATON - info at platon.org - http://platon.org

My current location: Phoenix, Arizona
My current timezone: -0700 UTC (MST)
(updated automatically)




From alex at chmrr.net  Fri Aug 26 01:39:14 2016
From: alex at chmrr.net (Alex Vandiver)
Date: Thu, 25 Aug 2016 22:39:14 -0700
Subject: [rt-users] Full text indexing error with MySQL
In-Reply-To: <20160826034948.iffz4ihjantrzteu@descolada.ucdavis.edu>
References: <20160826034948.iffz4ihjantrzteu@descolada.ucdavis.edu>
Message-ID: <20160825223914.2d925b6c@thraddash.chmrr.net>

On Thu, 25 Aug 2016 20:49:48 -0700
Omen Wild <omen at ucdavis.edu> wrote:
> I activated the full text indexing under Ubuntu 16.04 (request-tracker4
> 4.2.12-5) and (mysql-server 5.7.13-0ubuntu0.16.04.2). Both the initial
> indexing and subsequent calls to rt-fulltext-indexer have the same error:
> 
> ----- Begin quote -----
> [3159] [Fri Aug 26 03:03:08 2016] [warning]: DBD::mysql::st execute failed: MySQL server has gone away

That error is almost always that RT tried to do an insert or update
of data larger that the MySQL server's max_allowed_packet.  Try
increasing that setting, restarting MySQL, and indexing again.
 - Alex


From alex at chmrr.net  Fri Aug 26 03:17:32 2016
From: alex at chmrr.net (Alex Vandiver)
Date: Fri, 26 Aug 2016 00:17:32 -0700
Subject: [rt-users] Help! I enabled Full Text search and now Simple
 search won't look at Subjects !!
In-Reply-To: <badf5a16-aeab-fda6-a2f8-192d42325c95@gastabud.com>
References: <821ADA62-B4BA-42EE-A075-66C6DB9925FC@gmail.com>
 <20151007212302.GA21291@aart.rice.edu>
 <20151009060920.GF44649@chmrr.net>
 <a997bbe8-b347-8f46-7dd6-1883dc664c02@gastabud.com>
 <20160819213417.66fa9ffb@thraddash.chmrr.net>
 <badf5a16-aeab-fda6-a2f8-192d42325c95@gastabud.com>
Message-ID: <20160826001732.4eec8d74@thraddash.chmrr.net>

On Tue, 23 Aug 2016 13:21:20 +0200
Claes Merin <claes at gastabud.com> wrote:

> I beg to differ about the attachments table, in our setup we rely on
> customfields and there parameters. We have quite a few tickets that does
> not have any attachments.
>   If you do not write anything in the message body when you create a
> ticket (through web-ui or REST), there will be no attachment connected
> to that ticket.

Creating tickets via the web UI creates empty Attachment rows if the
user enters no content, from my testing on 4.4. I thought we'd
resolved that REST didn't do the same, but I concur that still isn't the
case.

> Also i did a comparison between mysql/mariadb FULLTEXT index and sphinx,
> and it seems that sphinxsearch is able to extract more info than the
> mysql FTS. I guess it's about the data processing that sphinx does with
> encoding and other things.

I'd be curious to hear more about this.  What do you mean by "extract
more info"?  Do you mean better stemming, or what?

> Our goal is to include CF's in the fulltext index as well. As far as I
> can see right now, there are two ways to do this.

Be aware that this can have security implications, as RT has no way to
apply ACLs if all of the different content sources are in the same
index; it becomes possible to find tickets based on custom field values
you cannot actually see.

> a) Modify the RT simplesearch use an "TicketsIndex" instead of the
> "AttachmentsIndex".
> 
> Use sphinx to create the TicketsIndex table and modify the collector
> query to include both attachment, ticket.subject and customfields in the
> the database. (Simple join statements)
> 
> b) Create "null" attachments and attach these to tickets that does not
> have any current attachments, just to create and relation between ticket
> and attachment. The advantage with this is that we do not have to modify
> any of the RT code, but of course it adds some rows to the database.

(b) makes more sense to me.  You currently can limit on transaction
date and creator, and those limits apply in conjunction with content
limits.  If you effectively lump all attachment content to be
cross-referenced by ticket-id instead of attachment-id, you lose that
functionality.

 - Alex


From guadagnino.cristiano at creval.it  Fri Aug 26 03:11:02 2016
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Fri, 26 Aug 2016 07:11:02 +0000
Subject: [rt-users] How to set up a recursive group in RT 4.4.0
In-Reply-To: <024c0f52-7b5a-86bc-1bdc-61f8eae19a16@motec.com.au>
References: <91b55150-0451-c58a-cf3f-fd9ca1ab8d7c@motec.com.au>
 <024c0f52-7b5a-86bc-1bdc-61f8eae19a16@motec.com.au>
Message-ID: <4189635.6C4aPXB6Zy@xmper8q3.gcv.dom>

I did not have to do anything special.
I simply have some groups which are members of another group, and that is 
sufficient to have the privileges inherited from the top group down to the 
members of the bottom groups.

Hope this helps.

Cris


Il venerd? 26 agosto 2016 alle 07:52:53 CEST, Tom Robinson ha scritto:
> What does the "Recursive member" flag indicate in the Memberships list of a
> group? How does it get set?
> On 25/08/16 15:44, Tom Robinson wrote:
> > RT 4.4.0
> > 
> > Hi,
> > 
> > I can't seem to set up a recursive group so that the main groups
> > privileges are inherited to member groups.
> > 
> > Can someone please point me in the direction of the best documentation for
> > this or give me guidance. My google-fu has failed me today!
> > 
> > Kind regards,
> > Tom
> > 
> > 
> > 
> > 
> > ---------
> > RT 4.4 and RTIR training sessions, and a new workshop day!
> > https://bestpractical.com/training * Boston - October 24-26
> > * Los Angeles - Q1 2017



From omen at ucdavis.edu  Fri Aug 26 12:14:41 2016
From: omen at ucdavis.edu (Omen Wild)
Date: Fri, 26 Aug 2016 09:14:41 -0700
Subject: [rt-users] Full text indexing error with MySQL
In-Reply-To: <20160825223914.2d925b6c@thraddash.chmrr.net>
References: <20160826034948.iffz4ihjantrzteu@descolada.ucdavis.edu>
 <20160825223914.2d925b6c@thraddash.chmrr.net>
Message-ID: <20160826161441.mzttsa4eo5hbjt3v@descolada.ucdavis.edu>

Quoting Alex Vandiver <alex at chmrr.net> on Thu, Aug 25 22:39:
>
> On Thu, 25 Aug 2016 20:49:48 -0700
> Omen Wild <omen at ucdavis.edu> wrote:
> > I activated the full text indexing under Ubuntu 16.04 (request-tracker4
> > 4.2.12-5) and (mysql-server 5.7.13-0ubuntu0.16.04.2). Both the initial
> > indexing and subsequent calls to rt-fulltext-indexer have the same error:
> > 
> > ----- Begin quote -----
> > [3159] [Fri Aug 26 03:03:08 2016] [warning]: DBD::mysql::st execute failed: MySQL server has gone away
> 
> That error is almost always that RT tried to do an insert or update
> of data larger that the MySQL server's max_allowed_packet.  Try
> increasing that setting, restarting MySQL, and indexing again.

And indeed that was the problem. Bumped it from 16M to 64M and all is
well. And now that I check the MySQL error logs I see it complaining
there. Thanks for the tip!

-- 
Omen Wild
Systems Administrator
Metro Cluster


From ahall at autodist.com  Sun Aug 28 18:39:42 2016
From: ahall at autodist.com (Alex Hall)
Date: Sun, 28 Aug 2016 18:39:42 -0400
Subject: [rt-users] slightly OT: can't get rt-server.fcgi to run
Message-ID: <CA+Q8_JeikGgu0YOZmU2XQpZKJd579Mgm4qHmod2tEFSdu39zKw@mail.gmail.com>

Hello all,
This is a bit off-topic, I think, but still related to RT. I'm on Debian
8--a fresh install--with Nginx and RT4.2.8. I have my server block set up,
and Nginx running, and the last step is to get the fast CGI server working
so RT and Nginx can talk to each other.

I'm using the command
sudo spawn-fcgi -u www-data -g www-data -a 127.0.0.1 -p 8485
/usr/share/request-tracker4/libexec/rt-server.fcgi

I get a success message (server running on por 8485) and all seems well.
When I go to my URL, though, the page fails to load. When I run
sudo netstat -antp
I see nothing listening on 8485. Plenty of things are up--SSH, some Python,
MySQL--but not my server process. I'm not sure why, but it seems like my
command reports success and then silently fails or terminates. As I think I
mentioned before, I'm not any kind of advanced server admin or *nix user,
so I may well be missing something very obvious. What that might be I'm not
sure, though. If anyone has any ideas, I'd appreciate hearing them. Thanks
in advance.

-- 
Alex Hall
Automatic Distributors, IT department
ahall at autodist.com
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From aixenv at gmail.com  Mon Aug 29 09:25:40 2016
From: aixenv at gmail.com (aixenv)
Date: Mon, 29 Aug 2016 09:25:40 -0400
Subject: [rt-users] issue with new search permissions
Message-ID: <CAFcnqFjjM8TCuBEb7HaDbF_Q7XWhLKmtRMgMLnruLL3WJ8Hw5g@mail.gmail.com>

So i have a group that is "company1" i gave that group "create and reply on
ticket" permissions

i had to set the user within this group to privileged so they have
particular access to a dedicated queue let's call it " company1"

everything looks good except new search

if i go into new search and just do a search on resolved tickets it shows
EVERY resolved ticket from every queue, and tickets are clickable and
viewable

how on earth do i limit that to just "company1"

RT version 4.2.10
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From ahall at autodist.com  Mon Aug 29 14:27:59 2016
From: ahall at autodist.com (Alex Hall)
Date: Mon, 29 Aug 2016 14:27:59 -0400
Subject: [rt-users] Applying configuration changes?
Message-ID: <CA+Q8_JdGo3qdCTOPwquuXUm-O74NgOCUSg59DDbSWUHy=f6JfQ@mail.gmail.com>

Hello list,
Until I can find out why FCGI processes don't work, I'm trying to run RT on
its own server with:
sudo /usr/share/request-tracker4/libexec/rt-server --port 8485
but I get an error about SQLite3 not working. The thing is, I have it set
to MySQL, not SQLite, so I don't know why it's not using MySQL. I made a
change to /etc/request-tracker4/RT_SiteConfig.pm, and the same to
RT_SiteConfig.d/51-DBConfig, but it didn't help. I tried
sudo /etc/init.d/request-tracker4 restart
to get the change to register, but had no luck. What do I have to do to get
RT to see configuration changes? This seems like a simple thing, but I
can't find it online, and the restart doesn't seem to have helped. If
there's something obvious I've missed in my DB setup that would cause it to
use the wrong backend, I'd love to know that as well. RT4.2.8 on Debian 8.
Thanks.

-- 
Alex Hall
Automatic Distributors, IT department
ahall at autodist.com
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From chrisis at bosberaad.com  Mon Aug 29 17:49:34 2016
From: chrisis at bosberaad.com (Chris McClement)
Date: Mon, 29 Aug 2016 21:49:34 +0000
Subject: [rt-users] Applying configuration changes?
In-Reply-To: <CA+Q8_JdGo3qdCTOPwquuXUm-O74NgOCUSg59DDbSWUHy=f6JfQ@mail.gmail.com>
References: <CA+Q8_JdGo3qdCTOPwquuXUm-O74NgOCUSg59DDbSWUHy=f6JfQ@mail.gmail.com>
Message-ID: <CAA3zkmKXQ1uTSvu+GtD9MqsfRTJPUg5+WNNQs_qUfYAK3GeW0Q@mail.gmail.com>

Did you specify Mysql when you ran the configure script (during
installation)? See step 2 of the README:
https://docs.bestpractical.com/rt/4.4.1/README.html

On Tue, 30 Aug 2016 at 06:28 Alex Hall <ahall at autodist.com> wrote:

> Hello list,
> Until I can find out why FCGI processes don't work, I'm trying to run RT
> on its own server with:
> sudo /usr/share/request-tracker4/libexec/rt-server --port 8485
> but I get an error about SQLite3 not working. The thing is, I have it set
> to MySQL, not SQLite, so I don't know why it's not using MySQL. I made a
> change to /etc/request-tracker4/RT_SiteConfig.pm, and the same to
> RT_SiteConfig.d/51-DBConfig, but it didn't help. I tried
> sudo /etc/init.d/request-tracker4 restart
> to get the change to register, but had no luck. What do I have to do to
> get RT to see configuration changes? This seems like a simple thing, but I
> can't find it online, and the restart doesn't seem to have helped. If
> there's something obvious I've missed in my DB setup that would cause it to
> use the wrong backend, I'd love to know that as well. RT4.2.8 on Debian 8.
> Thanks.
>
> --
> Alex Hall
> Automatic Distributors, IT department
> ahall at autodist.com
> ---------
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Boston - October 24-26
> * Los Angeles - Q1 2017
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From chrisis at bosberaad.com  Mon Aug 29 17:59:29 2016
From: chrisis at bosberaad.com (Chris McClement)
Date: Mon, 29 Aug 2016 21:59:29 +0000
Subject: [rt-users] issue with new search permissions
In-Reply-To: <CAFcnqFjjM8TCuBEb7HaDbF_Q7XWhLKmtRMgMLnruLL3WJ8Hw5g@mail.gmail.com>
References: <CAFcnqFjjM8TCuBEb7HaDbF_Q7XWhLKmtRMgMLnruLL3WJ8Hw5g@mail.gmail.com>
Message-ID: <CAA3zkmKngZMfNdiqqMnMd9BW0_-eD+bECZKudj_6gvhDg_6SXw@mail.gmail.com>

Did you apply the permissions globally or just to the queue? My guess is
the former, which you'd have done by going to Admin -> Global -> Group
Rights. What you want to do is remove those permissions, and then open the
specific queue, and select Group Rights tab (not the Global menu) and
assign from there.

On Tue, 30 Aug 2016 at 01:26 aixenv <aixenv at gmail.com> wrote:

> So i have a group that is "company1" i gave that group "create and reply
> on ticket" permissions
>
> i had to set the user within this group to privileged so they have
> particular access to a dedicated queue let's call it " company1"
>
> everything looks good except new search
>
> if i go into new search and just do a search on resolved tickets it shows
> EVERY resolved ticket from every queue, and tickets are clickable and
> viewable
>
> how on earth do i limit that to just "company1"
>
> RT version 4.2.10
> ---------
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Boston - October 24-26
> * Los Angeles - Q1 2017
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From morales at propus.com.br  Mon Aug 29 18:15:23 2016
From: morales at propus.com.br (Diego Morales)
Date: Mon, 29 Aug 2016 19:15:23 -0300
Subject: [rt-users] Custom fields default values on mail gateway
Message-ID: <CAMTfuQtCQkFh+ksTx4aGgX_Z=DRxcOP7ATztvEGpUy7Xo_TdJA@mail.gmail.com>

Hello,

I am using RT 4.4.1, setting a default value for a Custom Field, and that
seems to be ignored when the ticket is created via email (rt-mailgate).

It does work when I create a ticket using the API, for example (via
python-rt). I have logs on debug level and see no errors about it.

Does anybody there confirm that? Or is it something in my setup? I tried
disabling all plugins, and made no difference.

Thanks in advance.

Diego Morales
Fones: +55 51 3024-3568 | +55 11 4063-8864
Propus - TI alinhada a neg?cios
Service | Telecom | Tech | Data Science
www.propus.com.br
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From aixenv at gmail.com  Tue Aug 30 07:11:33 2016
From: aixenv at gmail.com (aixenv)
Date: Tue, 30 Aug 2016 07:11:33 -0400
Subject: [rt-users] issue with new search permissions
In-Reply-To: <CAA3zkmKngZMfNdiqqMnMd9BW0_-eD+bECZKudj_6gvhDg_6SXw@mail.gmail.com>
References: <CAFcnqFjjM8TCuBEb7HaDbF_Q7XWhLKmtRMgMLnruLL3WJ8Hw5g@mail.gmail.com>
 <CAA3zkmKngZMfNdiqqMnMd9BW0_-eD+bECZKudj_6gvhDg_6SXw@mail.gmail.com>
Message-ID: <CAFcnqFiesFcALtzDsLFJ9RKq0pYMpWOm03Df9PqLpRnv5new9Q@mail.gmail.com>

I figured it out,  actually they were tickets that were from no longer
existing queues. I bulk moved them to an existing queue and they no longer
showed up.

On Aug 29, 2016 5:59 PM, "Chris McClement" <chrisis at bosberaad.com> wrote:

> Did you apply the permissions globally or just to the queue? My guess is
> the former, which you'd have done by going to Admin -> Global -> Group
> Rights. What you want to do is remove those permissions, and then open the
> specific queue, and select Group Rights tab (not the Global menu) and
> assign from there.
>
> On Tue, 30 Aug 2016 at 01:26 aixenv <aixenv at gmail.com> wrote:
>
>> So i have a group that is "company1" i gave that group "create and reply
>> on ticket" permissions
>>
>> i had to set the user within this group to privileged so they have
>> particular access to a dedicated queue let's call it " company1"
>>
>> everything looks good except new search
>>
>> if i go into new search and just do a search on resolved tickets it shows
>> EVERY resolved ticket from every queue, and tickets are clickable and
>> viewable
>>
>> how on earth do i limit that to just "company1"
>>
>> RT version 4.2.10
>> ---------
>> RT 4.4 and RTIR training sessions, and a new workshop day!
>> https://bestpractical.com/training
>> * Boston - October 24-26
>> * Los Angeles - Q1 2017
>
>
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From jbrandt at bestpractical.com  Tue Aug 30 08:45:09 2016
From: jbrandt at bestpractical.com (Jim Brandt)
Date: Tue, 30 Aug 2016 08:45:09 -0400
Subject: [rt-users] Applying configuration changes?
In-Reply-To: <CA+Q8_JdGo3qdCTOPwquuXUm-O74NgOCUSg59DDbSWUHy=f6JfQ@mail.gmail.com>
References: <CA+Q8_JdGo3qdCTOPwquuXUm-O74NgOCUSg59DDbSWUHy=f6JfQ@mail.gmail.com>
Message-ID: <0977b801-e6d1-1f81-f952-b0d531b220b9@bestpractical.com>

Restarting the server should reload the configuration. To confirm what 
configuration RT has loaded, you can check the System Configuration page 
at Admin > Tools > System Configuration. There you can check 
DatabaseType, DatabaseHost, and other Database configuration. If it's 
not what you expect, it could be RT is loading some configuration from 
some other location. You can see the config files in the "Loaded config 
files" section on that same page.

You set these in RT_Config.pm by selecting different options when 
running the initial configure script. After that, you can override in 
RT_SiteConfig.pm.

On 8/29/16 2:27 PM, Alex Hall wrote:
> Hello list,
> Until I can find out why FCGI processes don't work, I'm trying to run RT
> on its own server with:
> sudo /usr/share/request-tracker4/libexec/rt-server --port 8485
> but I get an error about SQLite3 not working. The thing is, I have it
> set to MySQL, not SQLite, so I don't know why it's not using MySQL. I
> made a change to /etc/request-tracker4/RT_SiteConfig.pm, and the same to
> RT_SiteConfig.d/51-DBConfig, but it didn't help. I tried
> sudo /etc/init.d/request-tracker4 restart
> to get the change to register, but had no luck. What do I have to do to
> get RT to see configuration changes? This seems like a simple thing, but
> I can't find it online, and the restart doesn't seem to have helped. If
> there's something obvious I've missed in my DB setup that would cause it
> to use the wrong backend, I'd love to know that as well. RT4.2.8 on
> Debian 8. Thanks.
>
> --
> Alex Hall
> Automatic Distributors, IT department
> ahall at autodist.com <mailto:ahall at autodist.com>
>
>
> ---------
> RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training
> * Boston - October 24-26
> * Los Angeles - Q1 2017
>


From ahall at autodist.com  Tue Aug 30 09:22:53 2016
From: ahall at autodist.com (Alex Hall)
Date: Tue, 30 Aug 2016 09:22:53 -0400
Subject: [rt-users] Applying configuration changes?
In-Reply-To: <0977b801-e6d1-1f81-f952-b0d531b220b9@bestpractical.com>
References: <CA+Q8_JdGo3qdCTOPwquuXUm-O74NgOCUSg59DDbSWUHy=f6JfQ@mail.gmail.com>
 <0977b801-e6d1-1f81-f952-b0d531b220b9@bestpractical.com>
Message-ID: <125FE295-DB70-45D1-82E6-435C930B25B4@autodist.com>

So doing
/etc/init.d/nginx restart
is enough to reload RT's configuration as well? Great, that makes things easier. It seems odd, since I thought Nginx (or whatever your server) was separate from RT and needed the middleware of a FastCGI or similar process to let the two talk. I'm glad I was wrong. :)

During the initial setup, I thought I specified the right database engine, but I must have done something wrong. I've set it in the config file and it *should* be working now.

Last I tried, it was still complaining about the SQLite3 not loading, but perhaps I didn't restart the server after that latest change. I'm away for a couple days, but when I get back to my desk I'll try it all again. 

Sent from my iPhone

> On Aug 30, 2016, at 08:45, Jim Brandt <jbrandt at bestpractical.com> wrote:
> 
> Restarting the server should reload the configuration. To confirm what configuration RT has loaded, you can check the System Configuration page at Admin > Tools > System Configuration. There you can check DatabaseType, DatabaseHost, and other Database configuration. If it's not what you expect, it could be RT is loading some configuration from some other location. You can see the config files in the "Loaded config files" section on that same page.
> 
> You set these in RT_Config.pm by selecting different options when running the initial configure script. After that, you can override in RT_SiteConfig.pm.
> 
>> On 8/29/16 2:27 PM, Alex Hall wrote:
>> Hello list,
>> Until I can find out why FCGI processes don't work, I'm trying to run RT
>> on its own server with:
>> sudo /usr/share/request-tracker4/libexec/rt-server --port 8485
>> but I get an error about SQLite3 not working. The thing is, I have it
>> set to MySQL, not SQLite, so I don't know why it's not using MySQL. I
>> made a change to /etc/request-tracker4/RT_SiteConfig.pm, and the same to
>> RT_SiteConfig.d/51-DBConfig, but it didn't help. I tried
>> sudo /etc/init.d/request-tracker4 restart
>> to get the change to register, but had no luck. What do I have to do to
>> get RT to see configuration changes? This seems like a simple thing, but
>> I can't find it online, and the restart doesn't seem to have helped. If
>> there's something obvious I've missed in my DB setup that would cause it
>> to use the wrong backend, I'd love to know that as well. RT4.2.8 on
>> Debian 8. Thanks.
>> 
>> --
>> Alex Hall
>> Automatic Distributors, IT department
>> ahall at autodist.com <mailto:ahall at autodist.com>
>> 
>> 
>> ---------
>> RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training
>> * Boston - October 24-26
>> * Los Angeles - Q1 2017
>> 
> ---------
> RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training
> * Boston - October 24-26
> * Los Angeles - Q1 2017
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From jbrandt at bestpractical.com  Tue Aug 30 09:38:57 2016
From: jbrandt at bestpractical.com (Jim Brandt)
Date: Tue, 30 Aug 2016 09:38:57 -0400
Subject: [rt-users] Applying configuration changes?
In-Reply-To: <125FE295-DB70-45D1-82E6-435C930B25B4@autodist.com>
References: <CA+Q8_JdGo3qdCTOPwquuXUm-O74NgOCUSg59DDbSWUHy=f6JfQ@mail.gmail.com>
 <0977b801-e6d1-1f81-f952-b0d531b220b9@bestpractical.com>
 <125FE295-DB70-45D1-82E6-435C930B25B4@autodist.com>
Message-ID: <124ee4ab-1489-976e-4d23-d6f9b559cc7a@bestpractical.com>



On 8/30/16 9:22 AM, Alex Hall wrote:
> So doing
> /etc/init.d/nginx restart
> is enough to reload RT's configuration as well? Great, that makes things
> easier. It seems odd, since I thought Nginx (or whatever your server)
> was separate from RT and needed the middleware of a FastCGI or similar
> process to let the two talk. I'm glad I was wrong. :)

Sorry, I was too vague in saying "the server". In a FCGI and nginx 
deployment, nginx doesn't manage FCGI directly, so you'll need to 
restart the FCGI processes. So your understanding was correct for the 
nginx configuration. With Apache and FCGI, Apache manages the FCGI 
processes, so restarting Apache does both.

>
> During the initial setup, I thought I specified the right database
> engine, but I must have done something wrong. I've set it in the config
> file and it *should* be working now.
>
> Last I tried, it was still complaining about the SQLite3 not loading,
> but perhaps I didn't restart the server after that latest change. I'm
> away for a couple days, but when I get back to my desk I'll try it all
> again.
>
> Sent from my iPhone
>
> On Aug 30, 2016, at 08:45, Jim Brandt <jbrandt at bestpractical.com
> <mailto:jbrandt at bestpractical.com>> wrote:
>
>> Restarting the server should reload the configuration. To confirm what
>> configuration RT has loaded, you can check the System Configuration
>> page at Admin > Tools > System Configuration. There you can check
>> DatabaseType, DatabaseHost, and other Database configuration. If it's
>> not what you expect, it could be RT is loading some configuration from
>> some other location. You can see the config files in the "Loaded
>> config files" section on that same page.
>>
>> You set these in RT_Config.pm by selecting different options when
>> running the initial configure script. After that, you can override in
>> RT_SiteConfig.pm.
>>
>> On 8/29/16 2:27 PM, Alex Hall wrote:
>>> Hello list,
>>> Until I can find out why FCGI processes don't work, I'm trying to run RT
>>> on its own server with:
>>> sudo /usr/share/request-tracker4/libexec/rt-server --port 8485
>>> but I get an error about SQLite3 not working. The thing is, I have it
>>> set to MySQL, not SQLite, so I don't know why it's not using MySQL. I
>>> made a change to /etc/request-tracker4/RT_SiteConfig.pm, and the same to
>>> RT_SiteConfig.d/51-DBConfig, but it didn't help. I tried
>>> sudo /etc/init.d/request-tracker4 restart
>>> to get the change to register, but had no luck. What do I have to do to
>>> get RT to see configuration changes? This seems like a simple thing, but
>>> I can't find it online, and the restart doesn't seem to have helped. If
>>> there's something obvious I've missed in my DB setup that would cause it
>>> to use the wrong backend, I'd love to know that as well. RT4.2.8 on
>>> Debian 8. Thanks.
>>>
>>> --
>>> Alex Hall
>>> Automatic Distributors, IT department
>>> ahall at autodist.com <mailto:ahall at autodist.com>
>>> <mailto:ahall at autodist.com>
>>>
>>>
>>> ---------
>>> RT 4.4 and RTIR training sessions, and a new workshop day!
>>> https://bestpractical.com/training
>>> * Boston - October 24-26
>>> * Los Angeles - Q1 2017
>>>
>> ---------
>> RT 4.4 and RTIR training sessions, and a new workshop day!
>> https://bestpractical.com/training
>> * Boston - October 24-26
>> * Los Angeles - Q1 2017


From SJC at qvii.com  Tue Aug 30 14:04:53 2016
From: SJC at qvii.com (Cena, Stephen (ext. 300))
Date: Tue, 30 Aug 2016 18:04:53 +0000
Subject: [rt-users] Can I use rt-serializer to start a fresh RT instance?
Message-ID: <87F81E27495DC8489147E34A4152E268A2BFCEB0@MailStore2010.ogp.qvii.com>

We started using RT as our ticket system around version 3.8 and are currently running 4.4.1. We have approximately 8600 tickets in the system. We have been experiencing issues with our current install (Scrips not firing properly, extensions no longer needed/compatible, etc.). If I use rt-serializer like this:

rt-serializer - directory EXPORT_PATH -size MY_FILE_SIZE -no-deleted -acls

Will this export only the ticket/transaction history & clean off any changes Extensions had made? I'm looking to try and sanitize the database as much as I can and then spin up a development box where I can test Scrips and Extensions first before deploying.

Stephen Cena
Senior Systems Administrator
Quality Vision International, Inc.
Phone: (585) 544-0450 x300
To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general at qvii.com<mailto:hd-general at qvii.com>
To report email issues: postmaster at qvii.com



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From ahall at autodist.com  Tue Aug 30 17:34:57 2016
From: ahall at autodist.com (Alex Hall)
Date: Tue, 30 Aug 2016 17:34:57 -0400
Subject: [rt-users] Applying configuration changes?
In-Reply-To: <124ee4ab-1489-976e-4d23-d6f9b559cc7a@bestpractical.com>
References: <CA+Q8_JdGo3qdCTOPwquuXUm-O74NgOCUSg59DDbSWUHy=f6JfQ@mail.gmail.com>
 <0977b801-e6d1-1f81-f952-b0d531b220b9@bestpractical.com>
 <125FE295-DB70-45D1-82E6-435C930B25B4@autodist.com>
 <124ee4ab-1489-976e-4d23-d6f9b559cc7a@bestpractical.com>
Message-ID: <E00AA436-AC88-416B-83D5-17B25D4A87D0@autodist.com>

Okay, that makes more sense. Now I'm back to my FCGI problem: the process spawns, but netstat shows nothing on the address:port I assign when using the command. I can't kill or restart it because it doesn't seem to exist, though I get a success message and can't spawn a new process on that port until I restart Nginx. Confusing! Yes, this is on a fresh Debian server with nothing but RT, Nginx, Fast-CGI, and supporting libraries installed. 

Sent from my iPhone

> On Aug 30, 2016, at 09:38, Jim Brandt <jbrandt at bestpractical.com> wrote:
> 
> 
> 
>> On 8/30/16 9:22 AM, Alex Hall wrote:
>> So doing
>> /etc/init.d/nginx restart
>> is enough to reload RT's configuration as well? Great, that makes things
>> easier. It seems odd, since I thought Nginx (or whatever your server)
>> was separate from RT and needed the middleware of a FastCGI or similar
>> process to let the two talk. I'm glad I was wrong. :)
> 
> Sorry, I was too vague in saying "the server". In a FCGI and nginx deployment, nginx doesn't manage FCGI directly, so you'll need to restart the FCGI processes. So your understanding was correct for the nginx configuration. With Apache and FCGI, Apache manages the FCGI processes, so restarting Apache does both.
> 
>> 
>> During the initial setup, I thought I specified the right database
>> engine, but I must have done something wrong. I've set it in the config
>> file and it *should* be working now.
>> 
>> Last I tried, it was still complaining about the SQLite3 not loading,
>> but perhaps I didn't restart the server after that latest change. I'm
>> away for a couple days, but when I get back to my desk I'll try it all
>> again.
>> 
>> Sent from my iPhone
>> 
>> On Aug 30, 2016, at 08:45, Jim Brandt <jbrandt at bestpractical.com
>> <mailto:jbrandt at bestpractical.com>> wrote:
>> 
>>> Restarting the server should reload the configuration. To confirm what
>>> configuration RT has loaded, you can check the System Configuration
>>> page at Admin > Tools > System Configuration. There you can check
>>> DatabaseType, DatabaseHost, and other Database configuration. If it's
>>> not what you expect, it could be RT is loading some configuration from
>>> some other location. You can see the config files in the "Loaded
>>> config files" section on that same page.
>>> 
>>> You set these in RT_Config.pm by selecting different options when
>>> running the initial configure script. After that, you can override in
>>> RT_SiteConfig.pm.
>>> 
>>>> On 8/29/16 2:27 PM, Alex Hall wrote:
>>>> Hello list,
>>>> Until I can find out why FCGI processes don't work, I'm trying to run RT
>>>> on its own server with:
>>>> sudo /usr/share/request-tracker4/libexec/rt-server --port 8485
>>>> but I get an error about SQLite3 not working. The thing is, I have it
>>>> set to MySQL, not SQLite, so I don't know why it's not using MySQL. I
>>>> made a change to /etc/request-tracker4/RT_SiteConfig.pm, and the same to
>>>> RT_SiteConfig.d/51-DBConfig, but it didn't help. I tried
>>>> sudo /etc/init.d/request-tracker4 restart
>>>> to get the change to register, but had no luck. What do I have to do to
>>>> get RT to see configuration changes? This seems like a simple thing, but
>>>> I can't find it online, and the restart doesn't seem to have helped. If
>>>> there's something obvious I've missed in my DB setup that would cause it
>>>> to use the wrong backend, I'd love to know that as well. RT4.2.8 on
>>>> Debian 8. Thanks.
>>>> 
>>>> --
>>>> Alex Hall
>>>> Automatic Distributors, IT department
>>>> ahall at autodist.com <mailto:ahall at autodist.com>
>>>> <mailto:ahall at autodist.com>
>>>> 
>>>> 
>>>> ---------
>>>> RT 4.4 and RTIR training sessions, and a new workshop day!
>>>> https://bestpractical.com/training
>>>> * Boston - October 24-26
>>>> * Los Angeles - Q1 2017
>>>> 
>>> ---------
>>> RT 4.4 and RTIR training sessions, and a new workshop day!
>>> https://bestpractical.com/training
>>> * Boston - October 24-26
>>> * Los Angeles - Q1 2017
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From jbrandt at bestpractical.com  Wed Aug 31 08:31:35 2016
From: jbrandt at bestpractical.com (Jim Brandt)
Date: Wed, 31 Aug 2016 08:31:35 -0400
Subject: [rt-users] Applying configuration changes?
In-Reply-To: <E00AA436-AC88-416B-83D5-17B25D4A87D0@autodist.com>
References: <CA+Q8_JdGo3qdCTOPwquuXUm-O74NgOCUSg59DDbSWUHy=f6JfQ@mail.gmail.com>
 <0977b801-e6d1-1f81-f952-b0d531b220b9@bestpractical.com>
 <125FE295-DB70-45D1-82E6-435C930B25B4@autodist.com>
 <124ee4ab-1489-976e-4d23-d6f9b559cc7a@bestpractical.com>
 <E00AA436-AC88-416B-83D5-17B25D4A87D0@autodist.com>
Message-ID: <ed761215-723a-16a8-c48c-0aa85eee1212@bestpractical.com>

Maybe post the command you are running to spawn the FCGI processes?

I believe Apache + mod_fcgid is the most common deployment method, 
likely by quite a large margin, so more people can probably help with 
that configuration. But posting the command may find some nginx users on 
the list.

On 8/30/16 5:34 PM, Alex Hall wrote:
> Okay, that makes more sense. Now I'm back to my FCGI problem: the
> process spawns, but netstat shows nothing on the address:port I assign
> when using the command. I can't kill or restart it because it doesn't
> seem to exist, though I get a success message and can't spawn a new
> process on that port until I restart Nginx. Confusing! Yes, this is on a
> fresh Debian server with nothing but RT, Nginx, Fast-CGI, and supporting
> libraries installed.
>
> Sent from my iPhone
>
> On Aug 30, 2016, at 09:38, Jim Brandt <jbrandt at bestpractical.com
> <mailto:jbrandt at bestpractical.com>> wrote:
>
>>
>>
>> On 8/30/16 9:22 AM, Alex Hall wrote:
>>> So doing
>>> /etc/init.d/nginx restart
>>> is enough to reload RT's configuration as well? Great, that makes things
>>> easier. It seems odd, since I thought Nginx (or whatever your server)
>>> was separate from RT and needed the middleware of a FastCGI or similar
>>> process to let the two talk. I'm glad I was wrong. :)
>>
>> Sorry, I was too vague in saying "the server". In a FCGI and nginx
>> deployment, nginx doesn't manage FCGI directly, so you'll need to
>> restart the FCGI processes. So your understanding was correct for the
>> nginx configuration. With Apache and FCGI, Apache manages the FCGI
>> processes, so restarting Apache does both.
>>
>>>
>>> During the initial setup, I thought I specified the right database
>>> engine, but I must have done something wrong. I've set it in the config
>>> file and it *should* be working now.
>>>
>>> Last I tried, it was still complaining about the SQLite3 not loading,
>>> but perhaps I didn't restart the server after that latest change. I'm
>>> away for a couple days, but when I get back to my desk I'll try it all
>>> again.
>>>
>>> Sent from my iPhone
>>>
>>> On Aug 30, 2016, at 08:45, Jim Brandt <jbrandt at bestpractical.com
>>> <mailto:jbrandt at bestpractical.com>
>>> <mailto:jbrandt at bestpractical.com>> wrote:
>>>
>>>> Restarting the server should reload the configuration. To confirm what
>>>> configuration RT has loaded, you can check the System Configuration
>>>> page at Admin > Tools > System Configuration. There you can check
>>>> DatabaseType, DatabaseHost, and other Database configuration. If it's
>>>> not what you expect, it could be RT is loading some configuration from
>>>> some other location. You can see the config files in the "Loaded
>>>> config files" section on that same page.
>>>>
>>>> You set these in RT_Config.pm by selecting different options when
>>>> running the initial configure script. After that, you can override in
>>>> RT_SiteConfig.pm.
>>>>
>>>> On 8/29/16 2:27 PM, Alex Hall wrote:
>>>>> Hello list,
>>>>> Until I can find out why FCGI processes don't work, I'm trying to
>>>>> run RT
>>>>> on its own server with:
>>>>> sudo /usr/share/request-tracker4/libexec/rt-server --port 8485
>>>>> but I get an error about SQLite3 not working. The thing is, I have it
>>>>> set to MySQL, not SQLite, so I don't know why it's not using MySQL. I
>>>>> made a change to /etc/request-tracker4/RT_SiteConfig.pm, and the
>>>>> same to
>>>>> RT_SiteConfig.d/51-DBConfig, but it didn't help. I tried
>>>>> sudo /etc/init.d/request-tracker4 restart
>>>>> to get the change to register, but had no luck. What do I have to do to
>>>>> get RT to see configuration changes? This seems like a simple
>>>>> thing, but
>>>>> I can't find it online, and the restart doesn't seem to have helped. If
>>>>> there's something obvious I've missed in my DB setup that would
>>>>> cause it
>>>>> to use the wrong backend, I'd love to know that as well. RT4.2.8 on
>>>>> Debian 8. Thanks.
>>>>>
>>>>> --
>>>>> Alex Hall
>>>>> Automatic Distributors, IT department
>>>>> ahall at autodist.com <mailto:ahall at autodist.com>
>>>>> <mailto:ahall at autodist.com>
>>>>> <mailto:ahall at autodist.com>
>>>>>
>>>>>
>>>>> ---------
>>>>> RT 4.4 and RTIR training sessions, and a new workshop day!
>>>>> https://bestpractical.com/training
>>>>> * Boston - October 24-26
>>>>> * Los Angeles - Q1 2017
>>>>>
>>>> ---------
>>>> RT 4.4 and RTIR training sessions, and a new workshop day!
>>>> https://bestpractical.com/training
>>>> * Boston - October 24-26
>>>> * Los Angeles - Q1 2017


From bertignac at gmail.com  Wed Aug 31 09:10:23 2016
From: bertignac at gmail.com (L B)
Date: Wed, 31 Aug 2016 15:10:23 +0200
Subject: [rt-users] Conversation grouping by ticket in Outlook /
	Thread-Index & Thread-Topic
Message-ID: <CAAEkan2zKirwYRCTpnn9qW9oYu5arnHkuCL8mAzFWkA7YfJoTQ@mail.gmail.com>

Hi,

Can RT send the Thread-Index & Thread-Topic fields as email headers? They
are used for grouping conversations in Outlook and avoid seeing each emails
of a same ticket in single conversations.

I saw here some email dumps with these fields:
http://lists.bestpractical.com/pipermail/rt-devel/2008-November/010323.html

[...]

Content-Transfer-Encoding: base64
thread-topic: [rt.example.com #1234] Bitte um R?ckruf am Mittwoch
thread-index: AclI3xNq4KwWEYT8QX+ziU8EtI/A4g==
MIME-Version: 1.0 (iPhone Mail 5F136)

[...]

but I couldn't find anything in RT Core or plugins/extensions to do this.

Am I missing something?

Thanks!
-- 
L.B.
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From ahall at autodist.com  Wed Aug 31 09:45:36 2016
From: ahall at autodist.com (Alex Hall)
Date: Wed, 31 Aug 2016 09:45:36 -0400
Subject: [rt-users] Applying configuration changes?
In-Reply-To: <ed761215-723a-16a8-c48c-0aa85eee1212@bestpractical.com>
References: <CA+Q8_JdGo3qdCTOPwquuXUm-O74NgOCUSg59DDbSWUHy=f6JfQ@mail.gmail.com>
 <0977b801-e6d1-1f81-f952-b0d531b220b9@bestpractical.com>
 <125FE295-DB70-45D1-82E6-435C930B25B4@autodist.com>
 <124ee4ab-1489-976e-4d23-d6f9b559cc7a@bestpractical.com>
 <E00AA436-AC88-416B-83D5-17B25D4A87D0@autodist.com>
 <ed761215-723a-16a8-c48c-0aa85eee1212@bestpractical.com>
Message-ID: <9826C593-69F6-48E2-8898-8AE85374443B@autodist.com>

Sure. The command is one I found from a guide to Nginx and RT, though I don't have the link at the moment. It's simply:

sudo spawn-fcgi -a 127.0.0.1 -p 8485 -u www-data -g www-data /usr/share/request-tracker4/libexec/rt-server.fcgi

It says the server is running, but then I see nothing bound to 127.0.0.1:8485 in netstat.

Sent from my iPhone

> On Aug 31, 2016, at 08:31, Jim Brandt <jbrandt at bestpractical.com> wrote:
> 
> Maybe post the command you are running to spawn the FCGI processes?
> 
> I believe Apache + mod_fcgid is the most common deployment method, likely by quite a large margin, so more people can probably help with that configuration. But posting the command may find some nginx users on the list.
> 
>> On 8/30/16 5:34 PM, Alex Hall wrote:
>> Okay, that makes more sense. Now I'm back to my FCGI problem: the
>> process spawns, but netstat shows nothing on the address:port I assign
>> when using the command. I can't kill or restart it because it doesn't
>> seem to exist, though I get a success message and can't spawn a new
>> process on that port until I restart Nginx. Confusing! Yes, this is on a
>> fresh Debian server with nothing but RT, Nginx, Fast-CGI, and supporting
>> libraries installed.
>> 
>> Sent from my iPhone
>> 
>> On Aug 30, 2016, at 09:38, Jim Brandt <jbrandt at bestpractical.com
>> <mailto:jbrandt at bestpractical.com>> wrote:
>> 
>>> 
>>> 
>>>> On 8/30/16 9:22 AM, Alex Hall wrote:
>>>> So doing
>>>> /etc/init.d/nginx restart
>>>> is enough to reload RT's configuration as well? Great, that makes things
>>>> easier. It seems odd, since I thought Nginx (or whatever your server)
>>>> was separate from RT and needed the middleware of a FastCGI or similar
>>>> process to let the two talk. I'm glad I was wrong. :)
>>> 
>>> Sorry, I was too vague in saying "the server". In a FCGI and nginx
>>> deployment, nginx doesn't manage FCGI directly, so you'll need to
>>> restart the FCGI processes. So your understanding was correct for the
>>> nginx configuration. With Apache and FCGI, Apache manages the FCGI
>>> processes, so restarting Apache does both.
>>> 
>>>> 
>>>> During the initial setup, I thought I specified the right database
>>>> engine, but I must have done something wrong. I've set it in the config
>>>> file and it *should* be working now.
>>>> 
>>>> Last I tried, it was still complaining about the SQLite3 not loading,
>>>> but perhaps I didn't restart the server after that latest change. I'm
>>>> away for a couple days, but when I get back to my desk I'll try it all
>>>> again.
>>>> 
>>>> Sent from my iPhone
>>>> 
>>>> On Aug 30, 2016, at 08:45, Jim Brandt <jbrandt at bestpractical.com
>>>> <mailto:jbrandt at bestpractical.com>
>>>> <mailto:jbrandt at bestpractical.com>> wrote:
>>>> 
>>>>> Restarting the server should reload the configuration. To confirm what
>>>>> configuration RT has loaded, you can check the System Configuration
>>>>> page at Admin > Tools > System Configuration. There you can check
>>>>> DatabaseType, DatabaseHost, and other Database configuration. If it's
>>>>> not what you expect, it could be RT is loading some configuration from
>>>>> some other location. You can see the config files in the "Loaded
>>>>> config files" section on that same page.
>>>>> 
>>>>> You set these in RT_Config.pm by selecting different options when
>>>>> running the initial configure script. After that, you can override in
>>>>> RT_SiteConfig.pm.
>>>>> 
>>>>>> On 8/29/16 2:27 PM, Alex Hall wrote:
>>>>>> Hello list,
>>>>>> Until I can find out why FCGI processes don't work, I'm trying to
>>>>>> run RT
>>>>>> on its own server with:
>>>>>> sudo /usr/share/request-tracker4/libexec/rt-server --port 8485
>>>>>> but I get an error about SQLite3 not working. The thing is, I have it
>>>>>> set to MySQL, not SQLite, so I don't know why it's not using MySQL. I
>>>>>> made a change to /etc/request-tracker4/RT_SiteConfig.pm, and the
>>>>>> same to
>>>>>> RT_SiteConfig.d/51-DBConfig, but it didn't help. I tried
>>>>>> sudo /etc/init.d/request-tracker4 restart
>>>>>> to get the change to register, but had no luck. What do I have to do to
>>>>>> get RT to see configuration changes? This seems like a simple
>>>>>> thing, but
>>>>>> I can't find it online, and the restart doesn't seem to have helped. If
>>>>>> there's something obvious I've missed in my DB setup that would
>>>>>> cause it
>>>>>> to use the wrong backend, I'd love to know that as well. RT4.2.8 on
>>>>>> Debian 8. Thanks.
>>>>>> 
>>>>>> --
>>>>>> Alex Hall
>>>>>> Automatic Distributors, IT department
>>>>>> ahall at autodist.com <mailto:ahall at autodist.com>
>>>>>> <mailto:ahall at autodist.com>
>>>>>> <mailto:ahall at autodist.com>
>>>>>> 
>>>>>> 
>>>>>> ---------
>>>>>> RT 4.4 and RTIR training sessions, and a new workshop day!
>>>>>> https://bestpractical.com/training
>>>>>> * Boston - October 24-26
>>>>>> * Los Angeles - Q1 2017
>>>>>> 
>>>>> ---------
>>>>> RT 4.4 and RTIR training sessions, and a new workshop day!
>>>>> https://bestpractical.com/training
>>>>> * Boston - October 24-26
>>>>> * Los Angeles - Q1 2017
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From alush at scentral.k12.in.us  Wed Aug 31 14:44:55 2016
From: alush at scentral.k12.in.us (Lush, Aaron)
Date: Wed, 31 Aug 2016 13:44:55 -0500
Subject: [rt-users] Emoji Implementation?
Message-ID: <CAM_GURgXukmYw8eUUeoSmmOf0_xOUdDuX_OGNBMF1e=CrTpOXQ@mail.gmail.com>

Is this the latest Emoji package to implement into RT?
http://search.cpan.org/~kawasaki/Unicode-Emoji-E4U-0.03/lib/Unicode/Emoji/E4U.pm

The Faculty at the school I work do love their emoji, so if I implement
them into our ticketing system, I feel it will take a little of the rigid
edge off their new ticketing system.

Sincerely,

Aaron Lush
Network Administrator
South Central Community School Corporation
(219) 767-2266 ext. 1111

-- 
Email Confidentiality Notice: This email message, including all 
attachments, is for the sole use of the intended recipient(s) and contains 
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From akos.torok at docca.hu  Wed Aug 31 17:15:57 2016
From: akos.torok at docca.hu (akos.torok at docca.hu)
Date: Wed, 31 Aug 2016 23:15:57 +0200
Subject: [rt-users] saved search as a drag and drop board (kanban ajax)
Message-ID: <CAP6_3js5qTdgqBdK1zVLmMJhL5o_P7K8b7zcf4M-81RfKgXddg@mail.gmail.com>

Hi All,

This is just a teaser. We've created this js: https://jsfiddle.net/tlaci/a6L
L4a13/  (Laszlo Terray, thank you!) and integrated into RT (Lajos Toth,
thank you!)
See: https://youtu.be/dd-FdnlLzKI

We have not completed all the features yet, but the goals for v1.0:
- X and Y coordinates: any CF or standard field.
- Drag and drop
- The definiton of the kanban board has no GUI, just by exending the column
definition lines at Search/Edit.html.

It runs on RT3.8, and not finished yet. Plan: 3.8 and 4.4.

Use cases:
- kanban project management methodology
- organizing tickets by drag-n-drop (assign to users, queue, new status or
prio, etc.)

If anyone interested, just let us know - to give us more motivation :)

Akos
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From Albert.Shih at obspm.fr  Wed Aug 31 17:12:28 2016
From: Albert.Shih at obspm.fr (Albert Shih)
Date: Wed, 31 Aug 2016 23:12:28 +0200
Subject: [rt-users] Bug about subject in utf-8
Message-ID: <20160831211228.fvadk2pm4awnn6ep@pcjas.obspm.fr>

Hi everyone.

I find a very weird bug about the encoding/decoding problem with a subject
in utf-8 encode.

If a requestor send a email with a subject encode in utf-8 like

  Bonjour =?utf-8?q?=C3=A0?= vous

RT will create a ticket with subject like (encoded)

  =?UTF-8?B?WyBSVFRBRyAjTlVNQkVSIF0gQm9uam91ciDDoCB2b3Vz=?=

meanning something like

  [ RTTAG #NUMBER ] Bonjour ? vous

So until known everything is correct. The problem is when the person who
answer this ticket encode the subject like this

  =?utf-8?q?Re=3A?==?utf-8?q?_=5BRTTAG =?utf-8?q? #NUMBER=5D?= Bonjour =?utf-8?q?=C3=A0?= vous

because in that case RT drop the space between the RTTAG and the #NUMBER.
So the incomming mail (to RT) got the space, the outgoing mail drop the
space so RT think it's a new ticket and add a new set of [ RTTAG #NUMBER ]

I use RT 4.2.13 on FreeBSD 10 with all package up2date.

Anyone see a solution (beside to change the $ExtractSubjectTagMatch and
$ExtractSubjectTagNoMatch)

Regards.

JAS
--
Albert SHIH
DIO b?timent 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
France
T?l?phone : +33 1 45 07 76 26/+33 6 86 69 95 71
xmpp: jas at obspm.fr
Heure local/Local time:
mer 31 ao? 2016 22:49:09 CEST


From matt.wells at mosaic451.com  Wed Aug 31 17:20:09 2016
From: matt.wells at mosaic451.com (Matt Wells)
Date: Wed, 31 Aug 2016 21:20:09 +0000
Subject: [rt-users] saved search as a drag and drop board (kanban ajax)
In-Reply-To: <CAP6_3js5qTdgqBdK1zVLmMJhL5o_P7K8b7zcf4M-81RfKgXddg@mail.gmail.com>
References: <CAP6_3js5qTdgqBdK1zVLmMJhL5o_P7K8b7zcf4M-81RfKgXddg@mail.gmail.com>
Message-ID: <CAJ9FbdLpRO2zDxEeE3Y2DK=QrFSY8j-uOrxOB5nUdkQx8yM1TA@mail.gmail.com>

This looks fantastic, love it and can't wait to try it.

On Wed, Aug 31, 2016 at 2:16 PM <akos.torok at docca.hu> wrote:

> Hi All,
>
> This is just a teaser. We've created this js:
> https://jsfiddle.net/tlaci/a6LL4a13/  (Laszlo Terray, thank you!) and
> integrated into RT (Lajos Toth, thank you!)
> See: https://youtu.be/dd-FdnlLzKI
>
> We have not completed all the features yet, but the goals for v1.0:
> - X and Y coordinates: any CF or standard field.
> - Drag and drop
> - The definiton of the kanban board has no GUI, just by exending the
> column definition lines at Search/Edit.html.
>
> It runs on RT3.8, and not finished yet. Plan: 3.8 and 4.4.
>
> Use cases:
> - kanban project management methodology
> - organizing tickets by drag-n-drop (assign to users, queue, new status or
> prio, etc.)
>
> If anyone interested, just let us know - to give us more motivation :)
>
> Akos
>
>
>
>
>
> ---------
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Boston - October 24-26
> * Los Angeles - Q1 2017

-- 
Matt Wells
Chief Systems Architect
RHCA II, RHCVA - #110-000-353
(702) 808-0424
matt.wells at mosaic451.com
 Las Vegas | Phoenix | Portland Mosaic451.com
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